it - Support officer (davao-based)Security Bank

About Security Bank
We are the Philippines' largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016-the Bank of the Year - Philippines by The Banker.
We're changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.
Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we're far from done.
In our constant pursuit of excellence and improvement, we create teams that support our business and each other.
The Role
As an IT Support Officer, you will act as the Team Leader and function as the officer-in-charge in the absence of the IT End-User Computing Head and perform the administrative tasks assigned while resolving service calls and requests within the agreed SLA and ensuring customer satisfaction at all times.
The End-User Computing unit is primarily responsible for providing user support for reported IT-related problems encountered and requests on a day-to-day basis both by branches, Head office, and subsidiaries be it hardware or software-related both on-site and/or off-site.
The unit handles the configuration, troubleshooting, and isolation of IT-related equipment based on the approved standards.
Perform installation, roll-out, and support of in-house and 3rd-party software applications and projects by providing the necessary resources as initiated by other IT units or groups within the bank, in addition to the set-up of new, relocated, and renovated branches,
How you'll contribute
Provides user support be it via phone or email, on-site or off-site to all reported IT-related problems and/or issues as received both from Head Office, branches, or subsidiary users.
Performs installation, troubleshooting, and isolation of technical problems reported, both hardware and software-related, be it in-house or 3rd-party, and provides appropriate solutions, recommendations, and escalation.
Set-up, configure and deploy new, replacement, additional, and/or service unit IT equipment based on the standard configuration for Head Office, Branches, and Subsidiaries as deemed necessary.
Facilitate the set-up, configuration, and deployment of IT equipment for New, Relocated, and/or Renovated branches. Provide first-day support for faster resolution of the reported problem thus promoting a positive corporate image.
Check and support reported offline branches. Provide immediate resolution to ensure continuous operations. Escalate or refer to the proper unit for further checking as deemed necessary.
Perform user profile, application installation, and configuration based on an approved request.
Contribute as manpower or additional resource for scheduled project deployments initiated by other units or within the team.
Check, manage and act on an assigned ticket request meeting the established Service-Level Agreement.
Conduct research and testing to resolved a pressing technical issue.
Contributes to Network administration support. Provide LAN & WAN network and ATM support during and after office hours, when necessary.
What we're looking for
Bachelor's Degree in ECE or Computer Science or Information Technology
At least 2 to 3 years of working experience as Technical Support Engineer, Computer and/or Network Engineer, IT Support Engineer
Must be a Licensed ECE or MS Certified or CCNA certified
Strong background in Windows Operating System and other Microsoft products including but not limited to MS Office.
Knowledgeable and well-versed in computer set-up, configuration and troubleshooting.
Must have a strong basic network background and concept.
The incoming employee should be dedicated and patient. Works well under pressure and minimal supervision. Has it's own initiative in terms of work. Willingness to learn, a team player, and can establish a good working relationship with users and his peers. Customer-oriented and can function ow work independently or as a team.
He must be willing to travel even on short notice. Can render overtime during weekends (for branch renovations, relocation, and new branch set-up or per project) or as deemed necessary. Also has a background in the basic network and ATM set-up, troubleshooting, and configuration.
Must have both good communication and technical skills. Customer-oriented and knows how to handle and provide support and resolution via phone to received and logged requests.
Able to handle and pacify customers, irate customers. Fast learner and can easily adapt and build rapport with customers/users.
Good customer service skills
Security Bank

Makati City, Metro Manila
Permanent
Full-time