euc Helpdesk supportSupport Services Group

JOB SUMMARY:
Reporting to IT EUC Manager, EUC Helpdesk Support is the first escalation level responsible on the basic troubleshooting operation issues following the knowledge base tools and step by step guides which includes troubleshooting methods such as verifying physical layer issues, verification of proper hardware and software set-up, etc.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other assignments, projects, and duties may be required:
Provide first hand solutions and support to issues and concerns
Ensure to meet and maintain Service Level Agreements (SLA) per Help Topic  Gather necessary data needed prior escalating a problem
Monitor and respond to server notification emails, etc.
Document support related processes and procedures (SOP)
Installation and administration of network equipment (routers, gateways, switches, access points, wireless controllers, printers, IP phones, etc.)
Performs server hardware and software installation and configuration
Responsible for NMS monitoring and alerts management
Perform daily and quarterly network and system maintenance
Perform system log management
Performs system backup/restore, replication and migration
Create basic scripts for system automation and integration
Creates system specifications which is composed process flows, database schema, variable definitions
Perform basic to intermediate-level application testing and reports bugs and issues
Performs hardware maintenance as scheduled
Performs Incident Report Management
Provides weekly IT related reports of projects and issues
Attend regular meetings as scheduled, trainings and team building
Adhere to plotted working schedule, work shift breaks, and preset OT schedules, as set by the Manager
Adhere to standard policy and procedure set by the department and company
Performs additional work-related tasks/reports assigned by Immediate Su
Requirements
EDUCATION:
Degree in IT or related discipline.
Preferably A+ certified or any IT related certifications
EXPERIENCE:
With at least 2+ years of experience on IT related field.
With excellent knowledge and troubleshooting experience on network or dialer equipment.
With strong working knowledge of Windows Operating System.
With strong working knowledge of Windows server and Windows-based applications.
Knowledge of patch management, firewalls, proxy, etc.
With Linux, VPN and SQL Database administration and experience.
With server-side scripting (PHP/Perl/Bash/Python) experience.
At least minimum of 2 years of appropriate experience supporting IT Infrastructure and service delivery, preferably with a medium size organization.
Experience of working with 3rd party service providers.
OTHERS:
With strong logic and trouble-shooting skills.
Can handle multiple priorities and can work with less supervision.
Excellent verbal and written skills.
With strong
Support Services Group

Mandaluyong City, Metro Manila
Permanent
Full-time