Technical Support Associate

JOB SUMMARY:

• The Technical Support Associate (Tier 1) provides 1st level of Hardware and Software Technical Support to business users under the supervision of the Technical Support Officer.

RESPONSIBILITIES:

Technical Support

• Provide first level (Level 1) technical support to hardware and software, Hotel Systems, Gaming and Non-Gaming Systems and Network Systems.
• Setup and deploy personal computers to employees in accordance with the company's prescribed standard of hardware, software and network infrastructure.
• Provides technical services in supporting and assisting users’ daily automated processes and tasks in relation to all business applications and prescribed software within offices.
• Problem escalation and resolution, working with IT team and other software/hardware vendors to resolve problems.
• Assist the senior engineer in monitoring and controlling the performance and status of the IT system application resources, investigate user problems and needs, identify their source, and determine possible solutions.
• Installation of IT, Hotel and Casino Applications.

Maintenance

• Assist in preventive maintenance of all IT systems and hardware.
• Analyze system performance, system health checks and implement tuning improvements.
• Server health check and other gateway monitoring.
• Update of IT equipment inventory and preparing documents.

Other Tasks

• Adherence to company’s code of conduct.
• Model the resort’s mission, vision and core values.
• Provide activity reports and its status, daily and weekly report and work progress.
• Attend personal continuous development interventions / coaching sessions.
• Attend periodical mandatory training / meeting for compliance purposes (i.e. risk management, health and safety, etc.).
• Perform other related tasks and duties that may be assigned.

QUALIFICATIONS:

• Bachelor’s Degree in Electronics and Communication Engineering (ECE), Computer Science, Information Technology or other similar courses
• No experience required.
• Experience in desktop hardware / software / network troubleshooting and diagnosis is an advantage.
• MCTS, Microsoft Office Specialist or other Microsoft Certification is an added advantage.
• Basic to Advance knowledge in Hardware / Software Installation and Troubleshooting
• Basic to Advanced Networking Skills; LAN and WAN Topography is an added advantage
• Avaya / Alcatel / Cisco Certification is an added advantage