it systems Support analystSSI Phils. Inc.

 
IT SYSTEMS SUPPORT ANALYST 
 
The IT Systems Support Analyst is responsible for responding to requests for technical assistance in order to maintain an optimal operational computing environment for the employees in the region assigned. 
 
ADDITIONAL RESPONSIBILITIES: 
 
Highly inclined on resolving computer, networking, printing, hardware and software and telephony related issues through in-depth troubleshooting and technical assistance. 
Log and track requests using Service Desk ticketing JIRA software in order to maintain history and related problem documentation. 
Handle problem recognition, research, isolation, resolution and follow-up, and refer more complex problems to higher tier technical staff while maintaining ownership of the issue. 
Knowledge of detailed operation of the mainframe, midrange, workstation, and peripheral hardware equipment components as they pertain to and interface with operating and networking system software and application systems. 
Administer user accounts, enforce security and compliance rules to employees and non-employees regarding passwords and access to computer systems. 
Provide installation support including training and education of end user on basic tool set including telephones, laptops, video conferencing, and conference rooms/bridges etc. 
Ability to research and evaluate the suitability of computer software and hardware products for a given use. 
Ability to analyze system, user and computer logs leading to isolation and resolution 
Analyze and assign 1st line Help Desk tickets to the Service Desk group. Provide feedback and training as required to ensure their ability to effectively resolve the 1st line tickets and requests from the APAC users. 
 
QUALIFICATIONS: 
5+ year experience in Desktop and System support 
Advanced Proficiency in Office 365 Suites and Licenses 
Advanced Proficiency in Cloud-based applications (e.g. Adobe Creative Cloud, Sophos and Ivanti)  
Advanced Proficiency in Enterprise Remote Tools  
Advanced Proficiency in Unified Communication Tools (e.g. MS Teams, Jabber, and WebEx) 
Advanced Proficiency of the Windows and OSX platform environment 
Advanced Proficiency of PC imaging (prefer Ivanti) software, virus protection, computer security and inventory software – build outs and maintenance 
Advanced understanding of computer operations and troubleshooting for desktop, laptop, and MAC hardware 
Advanced understanding of Telephony Suites and Devices (Avaya, Cisco PBX Phone) or other VOIP systems a plus 
Intermediate Proficiency in Scripting and Power Excel (Data modeling) 
Understanding of Project Management (Conception, Definition, Execution and Completion) 
Understanding of IT Service Management best practices 
Understanding of Asset Management Life Cycle (maintenance and development) 
Understanding of System Work Flow and Life Cycle 
Understanding of Service Levels and executes tasks accordingly 
Exposure to Ivanti/Landesk or other management software a plus 
Certifications (A+, MCP, Network+ Certification, ITIL) are a plus 
Must be able to lift and move computers, monitors and equipment 
Strong Adherence to processes and procedures to maintain quality and professionalism 
WE OFFER THE FOLLOWING PERKS TO OUR SUCCESSFUL APPLICANTS:
Competitive Compensation Package
Free Shift Meals
Performance Based- Bonuses (Annual) *
Paid Vacation and Sick Leaves *
Rice and Transportation Allowance *
Free Medical and Dental Benefits *
*upon regularization

5+ Years Experience