IT Support Technician (night shift)

The IT Support Technician is a vital member of our Information Technology team, tasked with providing essential IT support. The role plays a central part in maintaining a responsive and efficient IT support environment, ensuring seamless day-to-day operations. Responsible for resolving a variety of technical issues, requests and escalating complex problems as needed. Requires a hands-on approach to troubleshooting and resolving hardware, software, and network-related issues. Actively contribute to the documentation of technical procedures and user-facing guidelines to enhance knowledge sharing and facilitate efficient issue resolution. Plays a critical role in fostering a positive end-user experience while contributing to the overall functionality and security of our IT infrastructure.

• Provide quick and effective assistance with information technology systems.
• Guide end users remotely and in person through systems configuration, troubleshooting, and maintenance.
• Listen attentively to end users’ questions and concerns and offer optimal solutions.
• Prioritize customer satisfaction in all communications, directing unresolved issues to next level personnel.
• Work with IT Specialists to provide end users with superior service.
• Respond to technical inquiries via email, through online chats, over the phone, or in person.
• Walk end users step-by-step through the problem-solving process.
• Help with troubleshooting hardware and software.
• Follow up with end users to ensure satisfactory service.
• Communicate end user feedback to the appropriate internal team members.
• Under direct supervision from senior team members, provide help desk support.
• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Troubleshoot and resolve all problems encountered with hardware and software.
• Escalate requests to the appropriate party, as needed. Replace or repair defective parts and equipment.
• Provide on-site desktop/laptop support including new hardware setup, imaging, and deployment. Install and configure computer software, hardware, networks, and peripheral equipment.
• Responsible for regular desktop preventive maintenance and cleaning.
• Troubleshoot and resolve software and hardware issues quickly and efficiently.
• Document steps to help end users resolve technical problems.
• Develops and maintain technical and user facing documentations.
• Support the implementation of new solutions or applications.
• Create accounts for new users and assist with password or login problems.
• Test and evaluate new technology.
• Inventory Management of IT Equipment.
• Provide insight into technical requirements.
• Repair and replace equipment as necessary e.g., UPS Battery.

REQUIREMENTS:

Core Essentials:

• Bachelor’s degree in related field, equivalent work experience in the IT field, and/or industry certification(s)
• Minimum of 2-3 years prior experience in a Technical Support capacity.
• Willingness to work onsite, on a graveyard schedule (10PM-7AM).
• Exceptional Customer Service and communication skills, both verbal and written.
• Experience working as an IT help desk technician or in a similar customer support role.
• Must be a self-starter with the ability to adhere to procedure.
• Strong analytical, logical thinking and problem-solving skills.
• Ability to diagnose and resolve a variety of technical issues.
• Team-oriented mindset with an openness to constructive feedback
• TESDA NC2 certification

Highly Desirable:

• Experience using Office 365 is a plus.
• Skilled in supporting Microsoft Technologies (O365, Active Directory, Azure, etc.).
• Working knowledge with various operating system and application e.g Microsoft Windows 10, 11 and Microsoft Office application.
• Working knowledge (Cisco, Mikrotik, WIFI AP, Switches).
• Tech savvy, with experience working in a tech-related field.
• Eagerness to learn new technologies and systems.
• Exceptional Customer Service and communication skills, both verbal and written.
• Knowledgeable about endpoint protection and associated best practices.
• Proficient with Mobile Devices, wireless networks, and peripherals such as printers, scanner, etc.
• Excellent organizational and follow-up skills with strong attention to detail.