Asoc. Analyst Sys Suppt

Mandaluyong, National Capital Region (NCR), PH, 1555

Description: 

Position Summary 

 

Site Desktop Technician guarantee services are delivered to meet business needs and expectations. Triage service requests, troubleshoot desktops, laptops, printers and other IT equipment’s, analyze IT reports, keeps accurate inventory of assets but not limited to equipment’s and extensions. Maintains cabling and checks temperature in the server room. Assist remote users via phone and on-site. Assist Facilities, Engineering and other IT department requiring assistance in the configuration of equipment’s. 

Essential Duties and Responsibilities 

  • 90% - Provides on-site support, advance hardware troubleshooting, and remote assistance to internal users in accordance with the service level agreement and escalates to the next level engineers when appropriate but not limited to the following: 

  • Ability to handle large scale PC imaging  

  • Installs, repairs, and conducts preventive maintenance of hardware equipment’s but not limited to desktops, laptops, hard phones, and servers 

  • May perform equipment tear down as necessary to resolve hardware issues  

  • Coordinates setup and installation of network, system, and telephony equipment’s to the next level  

  • Assist engineers (facilities, vendors, network, and other) in the testing and isolation of hardware problems  

  • Ability to keeps track of equipment movements  

  • Ensures accuracy of asset inventory  

  • Maintains cabling both in the server room and end user workstations  

  • Maintain accurate and updated information of manuals and trackers  

  • Provides remote support for internal users  

  • Configures and installs software for end-users’ desktops and laptops remotely or over the phone  

  • Processes hardware and software replacements based on troubleshooting results by coordinating user setup, upgrades and installations  

  • Manages and triages service requests and incidents effectively by understanding customer needs and meeting service level requirements  

  • Participates and performs in project calls and ensure procedures are properly followed and performed  

  • Assist Global Service Desk as needed  

  • 10% - Perform other duties as assigned or required 

 

Defined Tasks  

  • Desktop support  

  • Provide onsite support  

  • Monitors and keeps track of documents for the deployment of equipment’s  

  • Records receipt of equipment’s to ensure complete accessories are received and in good working condition 

  • Records missing equipment’s based on return equipment’s of the employee’s and reports it to Tier 2 Team Lead 

  • Maintains equipment’s to perform at their peak 

  • Images desktops based on the required platform needed by Operations 

  • Reports any missing equipment’s or items low on stock to Team lead immediately 

  • Participates and performs in project calls and ensure procedures are properly followed and performed 

  • Runs CMDB to ensure equipment’s are scanned and recorded in the Configuration items 

  • Maintains proper cabling in the server room  

  • Assist Telecoms, Systems, and Network engineering with onsite equipment configuration and setup in the server room  

  • Active Directory 

  • Creates, modify, and deactivates user NT accounts based on set policies and requests 

  • Ensures PC’s found in the network are assigned in the correct OU 

  • Knowledge Base 

  • Create and contributes new contents based on best practices and new learnings to aid to the betterment of the team 

  • Remote support 

  • Takes in phone calls and resolve desktop issues remotely using Logme In or Dameware 

  • Practice First call resolution 

  • Does outbound calls to resolve and follow through on an issue escalated by Tier 1 

  • Other tasks as assigned  

Qualifications 

 

  • 3 or more years of desk side support (hardware/ software) and remote trouble shooting experience  

  • Excellent verbal communication skills  

  • Ability to provide support via desk side or remote  

  • CompTIA A+ or ITIL certified is a plus but not required, if without must have proper understanding of service request lifecycle and incident management  

  • Knowledge in the administration of active directory, Azure, O365, SolarWinds, Prognosis, service requests  

  • Strong attention to details  

  • Can work with minimum supervision  

  • Willing to work non-traditional schedules, weekdays off, holidays, split off’s depending on operational needs  

  • This is a work on-site position