helpdesk support TechnicianAstreya

Company Description
Astreya is the leading IT solutions provider to deliver technology-enabled services and fuel digital transformation to some of the most exciting companies on the planet. We are at the cusp of a new way of working with our delivery model that helps our clients be positively productive by matching exceptional people to on-site teams delivering world-class IT service. With engineers in over 30 countries and 70 cities around the world, we are a global company working with the world's most recognizable and innovative organizations.
Job Description
What this Job Entails:
Our Help Desk Support team members play a critical role supporting multiple clients remote hardware and software support needs. This position requires the ability to cover various time shifts. Excellent English verbal and writing skills are required.
Scope:
Follows established procedures on routine work
Requires detailed instructions
Your Roles and Responsibilities:
Help address and resolve basic incidents and requests; logging of all incidents and requests; engaging other service desk resources or appropriate service resources to resolve incidents.
Create a positive customer support experience and building strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
Provide a consistent and professional end-to-end customer experience and provide a single point-of-contact for the customer.
Log and track incidents and requests from identification through to resolution as per established policies.
Provide limited after hours and on-call support as needed.
Handle password resets, software installations & configurations.
Assist with troubleshooting computer software/ hardware problems.
Help provide support for encryption, security/anti-virus applications.
Help to develop and maintain knowledge base articles and documentation.
Contribute to the refinement of team procedures.
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Required Qualifications/Skills:
Associate's degree (A.A) or equivalent from two-year college or technical school and 0 to 2 years' related experience and/or training; or equivalent combination of education and experience
Excellent interpersonal and professional communication skills, both verbal and written.
General knowledge of computer hardware/software and a basic understanding of supported products
Critical thinking and creative problem solving skills
Ability to maintain confidentiality and professional decorum.
Ability to collaborate and work remotely including use of communication tools such as Skype, Microsoft Teams, and GotoMeeting to communicate with both internal staff and clients
Familiarity with web client and server-based technologies, advanced IT software and operating troubleshooting experience
Understanding of MAC and PC hardware
Ability to use operating systems to perform basic administration activities via a command-line interface including installing/removing software, gathering logs, checking running processes, checking process resource consumption, editing text files, starting/stopping services, updating system components, and disk management.
Preferred Qualifications:
Familiarity with computer networking protocol, Wireless network protocols, TCP/IP and IPSEC VPN configuration.
Understanding of active directories
Familiarity with virtual machine infrastructure management
IT certifications
Physical Demand & Work Environment:
Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
What can Astreya offer you?
Employment in the fast-growing IT space providing you with a variety of career options
Opportunity to work with some of the biggest firms in the world as part of the Astreya delivery network
Introduction to new ways of working and awesome technologies
Career paths to help you establish where you want to go
Focus on internal promotion and internal mobility - we love to build teams from within
Free 24/7 accessible Professional Development through LinkedIn Learning and other online courses to give you opportunities to upskill at your own pace
Education Assistance
Dedicated management to provide you with on point leadership and care
Numerous on the job perks
Market competitive compensation and insurance, health and wellness benefits
Additional Information
Astreya Partners is an equal employment and affirmative action employer. We evaluate qualified applicants on merit and business needs and not on race, color, religion, creed, gender, sexual orientation, national origin, ancestry, age, disability, genetic information, marital status, veteran status or any other factor protected by law.
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Taguig City, Metro Manila
Permanent
Full-time