it servicedesk/ Desktop SupportConnectOS

Ownership of the IT Support phone line and ensuring calls are promptly answered.
Acting as the first point of call for IT issues
Triaging of IT Support tickets in the ticket management system to other Group IT teams.
Diagnosing and resolving technology issues by following resolution procedures.
Ensure all incidents and problems are logged in the Service Desk ticketing system and resolved within agreed SLAs
Provide support, troubleshooting and resolution to technical issues on hardware, software and mobile devices reported by end users
Support day-to-day operational IT activities
Strong customer service skills
Strong troubleshooting skills
Technical Analysis
Establish/Maintain positive and productive relationships with internal customers/users
Ability to adapt to different aspects of IT support and acquire working knowledge of newly introduced IT tools
Provide IT Support before regular hours 8AM, but also 7PM AEST (up for discussion)
Demonstrate behaviours aligned with organisational values
Ø Windows Server knowledge o Ability to work with Windows servers (2012,2016,2019) o Install Windows security patches Ø Basic Azure AD skills (custom apps, Hybrid AD, MFA) Ø Assist with project work when required Ø Windows OS maintenance
Requirements
User Management - account creations, deletions and modifications in Active Directory ,SAP, SQL, and SalesForce, Exchange Email accounts
Technical support for Microsoft family of products O365 and Windows 10.
Support of iOS mobile devices (iPhone and iPAD)
Support for Mitel telephony system (basic support documentation will be provided)
Ability to manage network shared folder permissions
Knowledge of remote management software TeamViewer and Splashtop
Ninja ONE RMM
Some knowledge of VMWARE Workspace ONE/Airwatch - desktop management and mobile device management (knowledge transfer can be
Knowledge of PDQ Deploy and PDQ Inventory application
Deploy applications on ad-hoc basis if required
Assist end users to set up newly deployed Windows laptop and desktop computers
Maintain AD records (computer and user accounts)
Use and support Mitel Softphone application
Knowledge of Manage Engine Service Desk
Microsoft Certifications highly regarded
ConnectOS

Mandaluyong City, Metro Manila
Permanent
Full-time