IT Service Support - Nightshift

Position Summary

We are seeking a skilled and dependable IT Service Support Staff member to provide comprehensive support for hardware, software, and network systems for all users within our organization. The ideal candidate possesses strong technical expertise in troubleshooting and resolving hardware, software, and basic network issues, while demonstrating a high level of integrity, trustworthiness, accountability, and professionalism.

Duties and Responsibilities

o  Coordinate and manage relationships with vendors / clients that provide hardware / software / network problem resolution.

o   Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for employee or client’s concerns.

o   Responds to telephone calls, email, instant messages, and assigned tickets from users in a timely and efficient manner.

o   Assign work orders / incidents to appropriate support teams and follow up until closure. Identify, evaluate and prioritize customer problems and complaints.

o   Escalate/Coordinate complex problem to appropriate support specialists or client’s IT personnel.

o   Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).

o   Perform user account management activities.

o   Set up the equipment that will be assigned to the new employee. Prepare the Asset Handover form.

o   Initiate/Propose/ Assist with the implementation and maintenance of IT systems and applications

• Review and understand standard operating procedures, make recommendations, and assist with making improvements where possible.

o   Develop and maintain documentation for support procedures, standards, configurations, troubleshooting, system/process workflow, self- help references. Contribute to the continuous improvement of IT support processes and procedures.

• Stay abreast of the latest trends and developments in hardware and software related to the business, making recommendations for upgrades or new acquisitions that could enhance work efficiency.

o   Maintain and update database of equipment inventory and list / tickets of IT concerns.

o   Prepare and update monthly IT concern report and chart.

Hardware Support:

o   Diagnose and resolve hardware issues for desktops, laptops, printers, scanners, and other peripheral devices.

o   Install, configure, and upgrade hardware components as needed.

o   Perform routine maintenance to ensure optimal performance and reliability of hardware equipment.

Software Support:

o   Provide technical support for various software applications used within the organization.

o   Troubleshoot and resolve software-related issues reported by users.

o   Install, configure, and update software programs as required by the company or client.

o   Collaborate with clients/vendors to address software bugs and compatibility issues.

o   Upload and find new software for different employee setups required by the company or client.

Microsoft Account Support:

o   Creation/ Deletion of email and distribution list.

o   Reset password.

Asset Management, Accountability & Professional Conduct:

• Safeguard and properly handle company-issued laptops, desktops, peripherals, network equipment, and other IT assets entrusted to the employee.
• Maintain accurate records of equipment assignments, transfers, returns, and inventory.
• Demonstrate integrity, accountability, and responsibility in handling company property, equipment, credentials, and confidential information.
• Work independently and exercise sound judgment when addressing IT concerns, managing equipment, and performing assigned tasks with minimal supervision.
• Immediately report any loss, damage, unauthorized access, security concern, or other incident involving company assets or IT systems.

Basic WFH Equipment Requirements:

o   Stable internet connection, preferably at least 25Mbps and have back up internet connection

o   Headset and video camera for video calls/ online meetings

Work Set up:

o    8pm – 5am  Manila Time

o    5 days a week - Tuesday to Saturday

o    Hybrid Set up:  Tuesday to Thursday – work in the office; Friday to Saturday work at home