Senior IT Engineer

Are you a goal setter and service oriented person?
Has the know-how to troubleshoot next level help desk problems?
Can you focus on detail and meet service commitments?
Then you might be what we are looking for!

DESCRIPTION:

The IT Help Desk Support Tier 3 or 4 is a role consisting of industry Standard Help Desk Technician skills with a minimum of T2 to T3 networking and systems infrastructure functions. Those with Tier 4 skillsets are also encouraged to apply.
Major tasks includes owning ticket dispatching process, answer client concerns and monitor service requests/completion.


JOB DUTIES AND RESPONSIBILITIES:

-Patch & update management of Desktops and minor systems

- Qualify client issues and open support tickets.

- Monitor service boards for new tickets and or respond to tickets.

- Schedule internal and field resources for service board.

- Service ticket follow up/quality assurance.

- Monitor resource schedules to ensure prompt time entry/completion of service requests.

-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 T2-T3 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 T2-T3 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 ---------- CATION / EXPERIENCE / SKILLS:

-The preferred education and experience is a Bachelor degree in IT field (computer science, information systems, etc.) with a minimum of three (3) 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 (12midnight to 9am Philippine Time) as needed by the business
- Must be willing to provide certificates and other document that can be used for background check