it Operations engineer (hybrid set-up)Sprout Solutions

DIRECTLY REPORTS TO:
VP of Engineering
MAIN AREA OF RESPONSIBILITY:
The primary responsibility of an IT Operations Engineer is to provide appropriate level assistance to customers. He / she will manage IT incidents and service requests for both remote and onsite employees, following company processes and guidelines to ensure that tasks are completed consistently and efficiently.
TASKS:
Receive and respond to user inquiries via available communication channels professionally and with speed, accuracy, and proficiency.
Resolve open tickets and keep the customer updated of the status and resolution times.
Quickly escalate unresolved cases to appropriate groups, as needed.
Contribute technical solutions to the IT Knowledge Base.
Participate in projects and initiatives as directed by the VP of Engineering
Assist in the administration of IT assets
Manage timely sending of IT Communication emails and updates during shift
Recommend technical products that would make IT processes more efficient
Perform duties as assigned by the IT Operations Lead/VP of Engineering
QUALIFICATIONS | COMPETENCIES:
BS degree in Information Technology, Computer Science or relevant field
Hands-on experience with Windows/Linux/Mac OS environments
1-3 years IT support experience on a corporate service desk or in another technical support role
Good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and troubleshoot basic technical issues
Excellent writing, communication, documentation, and interpersonal skills
Able to work as part of a larger team of Engineering
Familiarity with resolving issues in a hybrid setup.
Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus
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Sprout Solutions

Taguig City, Metro Manila
Permanent
Full-time