Technical Support Specialist

The Technical Support Specialist is responsible for providing first- and second-level technical support to end users, ensuring the availability, reliability, and security of the company's IT infrastructure. This role supports desktops, laptops, printers, mobile devices, network connectivity, Microsoft 365 services, SAP Business One users, and other business applications. The position also assists in IT asset management, user account administration, system documentation, and implementation of IT policies to support efficient manufacturing operations.

Key Responsibilities

End-User Technical Support

• Provide timely technical support for desktops, laptops, printers, scanners, mobile devices, and peripherals.
• Diagnose and resolve hardware, software, operating system, and application issues.
• Install, configure, upgrade, and maintain Windows operating systems and standard business applications.
• Respond to IT support requests and ensure service tickets are updated and resolved within established Service Level Agreements (SLAS).
• Perform onsite and remote troubleshooting for users across offices and production facilities.

SAP Business One Support

• Provide first-level support for SAP Business One users.
• Assist users with login issues, printing concerns, report generation, and basic system navigation.
• Coordinate with SAP consultants for application issues requiring escalation.
• Document recurring SAP issues and recommend improvements.

Microsoft 365 Administration

• Support Microsoft Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Create, modify, and deactivate user accounts based on approved requests.
• Assist users with email configuration, password resets, and account access issues.

Network and Infrastructure Support

• Troubleshoot wired and wireless network connectivity issues.
• Assist in maintaining switches, access points, internet connectivity, and VPN access.
• Support basic server monitoring and routine health checks.
• Coordinate with Internet Service Providers and third-party vendors when necessary.

IT Asset Management

• Prepare, deploy, retrieve, and maintain Il equipment.
• Maintain accurate records of hardware, software licenses, and assigned assets.
• Perform regular inventory audits of IT equipment.
• Recommend replacement or upgrade of aging equipment.

Preventive Maintenance

• Conduct preventive maintenance of workstations, printers, and network devices.
• Ensure systems are updated with the latest security patches and antivirus definitions.
• Perform regular backup verification and basic system health monitoring.

Information Security

• Enforce IT security policies and procedures.
• Install and maintain endpoint security solutions.
• Assist in responding to cybersecurity incidents.
• Promote cybersecurity awareness among employees.

Documentation

• Maintain technical documentation, troubleshooting guides, and standard operating procedures.
• Document system configurations and IT infrastructure changes.
• Prepare technical reports and equipment status updates.

Project Support

• Assist in IT infrastructure upgrades and system implementation projects.
• Support office relocations, workstation setups, and deployment activities.
• Participate in disaster recovery and business continuity activities.

Other Duties

• Provide technical assistance during company events when required.
• Perform other IT-related tasks assigned by management.

Qualifications

• Preferably with a Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, or any related field.
• Preferably with at least 2 years of experience in IT Technical Support, Help Desk, or Desktop Support.
• Preferably with experience in a manufacturing environment is an advantage.
• Preferably with experience supporting ERP systems, preferably SAP Business One, is highly preferred.

Technical Skills:

• Windows 10/11 administration
• Microsoft 365 administration
• Active Directory user management
• Network troubleshooting (LAN/WAN/Wi-Fi)
• TCP/IP, DNS, DHCP fundamentals
• Printer and peripheral support
• Hardware installation and repair
• Remote desktop support
• Basic server administration
• IT asset management
• Antivirus and endpoint security solutions
• Backup and recovery procedures
• Ticketing systems (e.g., GLPI, ServiceDesk, Freshservice, Jira, Zendesk)

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation (preferred)

Core Competencies

• Strong analytical and troubleshooting skills
• Excellent customer service orientation
• Effective verbal and written communication
• Ability to prioritize multiple support requests
• Strong documentation skills
• Team player with a collaborative mindset
• High level of integrity and professionalism
• Ability to work under pressure with minimal supervision
• Willingness to work beyond regular hours during critical incidents

Key Performance Indicators (KPIs)

• First Response Time (SLA Compliance)
• Ticket Resolution Time
• User Satisfaction Rating
• First-Time Fix Rate
• Preventive Maintenance Completion Rate
• IT Asset Inventory Accuracy
• System Availability/Uptime
• Number of Recurring Incidents
• Compliance with IT Policies and Security Standards
• Documentation Accuracy and Timeliness

Working Conditions

• Office and manufacturing plant environment.
• Requires movement between offices, warehouses, and production facilities.
• May require lifting and installation of IT equipment.
• May be required to render overtime or provide after-hours support during system maintenance, emergencies, and critical business operations.
• Willing to work in Marikina City