Support Technician L2

The Support Technician II is a role consisting of industry Standard Help Desk Technician with T1 networking and T1 systems infrastructure ---------- SCRIPTION:

The Support Technician II is a role consisting of industry Standard Help Desk Technician with T1 networking and T1 systems infrastructure functions.


JOB DUTIES AND RESPONSIBILITIES:

-Performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization.

-Helpdesk support, including hardware and software, printing, productivity apps, OS.

-Technology on-boarding for new client team members

-Provisions, installs, and troubleshoots end user technologies including PCs, software, telephones, teleconference, mobile devices, file shares, and intranet sites (MSFT Teams, Sharepoint, etc.).

-Provides technical support to business area management and staff for personal computer systems software, hardware and network connectivity; including Microsoft product solutions, active directory, O365, MS OWA, Exchange, MS Office, etc.

-Moves, Adds, & Changes (MAC) for user accounts using tools such as Active Directory

-Industry standard T1-2 level network ---------- working and network administration will include DNS, DHCP, AD Users and Computers, AD Sites and Services, AD Domains and Trusts, Group Policy, Ethernet topology, TCPIP, mobile devices, wireless/router configurations, etc.

-Industry standard T1-2 level systems management. Basic systems administration of servers, virtual machines, and converged storage including VMWare, Hyper-V.

-Management of network monitoring solution

-Maintaining operational efficiency of network facilities’ end points and printers

-Incident Response management for phone and computer issues

-Provides timely telephone and on-site support and resolution during normal operating hours.Basic IT training and support for users

-Timely and thorough documentation of all personally and site-assigned tickets with follow through to closure.

-Patch & update management of Desktops and minor systems


EDUCATION / EXPERIENCE / SKILLS:

-The preferred education and experience is a Bachelor degree in IT field (computer science, information systems, etc.) with a minimum of three years of experience in a Help Desk, System Administration, or Desk-side Support role.

-Technical Proficiency - Extensive working experience with required technologies and can handle advanced & complex tasks. Viewed as a "go to" person for hardware and operating system issues.

-Business Knowledge - Strong understanding of how supported technologies are used in the business operation, consistently uses this knowledge effectively in daily support and handling unusual/critical issues.

-Communication skills - Strong verbal & written communication ---------- munications are complete & understandable to target audience; Demonstrates effective listening skills; regularly handles difficult customers or situations effectively requiring sensitivity and diplomacy.

-Independence - Often works independently with only general direction; appropriately keeps management informed of relevant issues.

-Administration - Handles a wide range of administrative tasks effectively while managing an overall task workload that may include technical activities.

-An advanced understanding of network wiring and TCP-IP and the ability to use such understanding to build and maintain a functional network.

-Ability to listen actively and extract the important information from user complaints

-Analyzing hardware and software malfunctions to diagnose the root cause of the issue

-Developing and implementing IT maintenance policies and procedures


ADDITIONAL REQUIREMENTS:

- Must be a Filipino Citizen residing in the Philippines
- Must be willing to work during Pacific time as needed by the business
- Must be willing to provide certificates and other document that can be used for background check