The IT Specialist is responsible for providing technical support and ensuring the smooth operation of IT infrastructure. This role involves analyzing, troubleshooting, and resolving technology-related issues while maintaining a high level of customer service. The specialist will handle hardware and software inquiries, document solutions, and work collaboratively with team members to enhance overall IT performance.
Responsibilities
Analyze, troubleshoot, and evaluate issues related to computer equipment and IST-owned devices.
Provide first-line support to internal clients, ensuring productivity by resolving technology access and tool-related concerns.
Respond to and resolve client service requests using knowledge management and incident management tools.
Accurately record and classify incoming incidents with priority, category, and detailed summaries.
Proactively escalate unresolved incidents to senior staff or vendors while documenting solutions and process changes.
Conduct daily, weekly, and monthly maintenance checks on IST assets, ensuring preventive measures are in place.
Maintain accurate and updated IT asset inventories, ensuring infrastructure is organized and well-preserved.
Contribute to the IT knowledge base by documenting effective solutions and standard operating procedures.
Maintain and update the Client Portfolio Technical Framework document.
Train users on new hardware or software while promoting adherence to ticketing policies and IT best practices.
Ensure individual compliance with IST scorecards, regulatory requirements, and internal policies.
Monitor, manage, and prioritize resolutions in the IST ticketing system to meet Service Level Agreements (SLAs).
Participate in on-call rotations for IST emergency issues.
Share information with team members and managers to ensure coordinated responses and knowledge sharing.
Skills and Qualifications
Demonstrated expertise in deploying operating systems, managing user accounts, and troubleshooting software and hardware issues.
Proficiency in installing, configuring, and troubleshooting software applications, as well as monitoring software licenses and providing user training and support.
Competence in installing, configuring, and upgrading hardware components, and maintaining hardware inventory for replacement planning.
Knowledge and experience in deploying endpoint protection software, conducting security scans and audits, and remediating vulnerabilities.
Proficiency in monitoring desktop systems, implementing patch management processes, and ensuring system security and updates.
Understanding of IT security policies, proficiency in maintaining documentation, and enforcing compliance with regulatory requirements.
Excellent communication skills to assist users and collaborate with team members, and the ability to document support procedures and best practices.
Flexibility to adapt to changes, commitment to ongoing learning, and staying updated with industry trends and best practices.
Education & Experience
At least 3 years experience in IT support/Helpdesk role.
Experienced in PC hardware and software installation.
Experienced with endpoint protection solutions and patch management processes.
Experience with documentation and content management systems is preferred.
Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
Strong knowledge of operating systems (Windows, macOS, Linux), Active Directory, software installation, and hardware troubleshooting.
Strong understanding of networking, remote monitoring tools, and ticketing systems.
30% Night Differential Pay
The standard night differential pay in the Philippines is 10%. Our rate is 2x higher than that of other companies.
Competitive Salary & Benefits
We offer a progressive salary package with monthly performance incentives and annual appraisal. Healthcare, dental, and a retirement plan included upon passing training! Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Professional Development
Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Paid Time Off
25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off.
Free Food & Coffee
Whoever coined the term "Thank God it's Friday" must've been thinking of Free Food Fridays. Enjoy breakfast, lunch, or dinner on us every week! We've also got overflowing coffee and tea to keep you energized daily!
Wellness Benefits
Healthcare, dental, and a retirement plan included upon passing training!