421010 | IT Helpdesk Engineer (Onsite - Clark Global City) - #88360

• Ability to handle diverse computing environments in a wide cross-section of business clients.
• Analyze and document an unfamiliar client/server network environment while assessing the quickest path to resolution.
• Perform rapid analysis of workstation-level incidents and consistently demonstrate the ability to determine the cause.
• Sets client expectations appropriately throughout the troubleshooting process.
• Utilizes appropriate software utilities, protect software, and vendor or application-specific tools to provide the fastest resolution of customer incidents.
• Monitor the Remote Service Center (RSC) Service Board for newly created service tickets.
• Prioritize tickets created.
• Follows best practices for escalating tickets to Tier 2 engineers.
• Communicate steps taken during troubleshooting and resolutions through clear non-technical communication.
• Demonstrate the correct level of urgency while resolving client incidents.

Resolution of incidents/requests related to, but not limited to the following:

• Mail Application/Office 365 issues.
• Client/Server Connectivity issues (per SOP).
• Time Sensitive and VIP Workstation incidents.
• File Restores.
• Remote Access incidents (Citrix and Terminal Services).
• Password Resets.
• Networked Printer Issues.

Key Job Qualifications:

• Bachelor’s Degree, Technical Degree, or equivalent work experience.
• Excellent problem solver; able to prioritize and coordinate between tasks.
• 2-4+ years of desktop support experience.
• Knowledge of mobile device configurations and troubleshooting.
• Experience installing, troubleshooting, and customizing Microsoft Office including Outlook configurations.
• Experience troubleshooting workstation hardware issues.
• Knowledge and experience with Active Directory.
• Ability to articulate technical information and convey it to non-technical people.
• Passionate about delivering excellent customer service.
• Must be able to work effectively in a team environment as well as alone.
• Excellent written and oral communication skills.

Other Preferred Technical Knowledge:

• In-depth knowledge of Windows OS (7, 8.1, 10, etc.)
• Experience with Windows Server.
• Experience with monitoring and remote management tools.
• Experience with Apple OS.
• Experience with VMWare.

Preferred Certification:

• CompTIA Net +
• Microsoft: MCP/MCITP/MCSA.

Summary:

• Salary: PHP 35,000.00 - PHP 45,000.00 per month.
• Location: Clark Global City, Pampanga.
• Work Setup: Onsite.
• With a one-time relocation allowance of PHP 25,000.00