l1 Service deskConnectOS

Job Description:
Position Summary:
The Level 1 Support Engineer is a member of the Support Services team providing quality customer focused IT services, desktop support and advice to clients.The Level 1 Support Engineer is responsible for providing phone support, remote support and/or onsite support to the operations and maintenance of workstations, peripherals and other end user devices (such as smart phones and tablets) and cloud-based technologies. The Level 1 Support Engineer will be required to support clients Nationally. There may also be a requirement to work regularly from clients sites and occasional shift work depending on business requirements to cover clients support hours.
Key Accountability:
1. Respond to customer requests for technical assistance via phone, onsite and remote support tools
2.Record and update all Incidents and Service Requests in the ICT Service Management Tool and escalate where required.
3.Actively manage individual work queue as well as assist in team queue management.
4.Analyse, identify, diagnoseand troubleshoot user desktop technical issues, network faults,telephony services, printing, remote access, general hardware and software requests.
5.Participate inthe creation of technical documents, knowledge base articles, quick reference guides and self-serve documents.
6.Have the ability to work effectively in collaboration with remote teammates.
7.Support clients within all SLA's timings and maintain communication throughout theentire process of incident management.
8.Work with third party vendors and software providers to maintain and resolve product issues for our clients' systems.
9.Understand, upholdand execute all business policies and procedures.
10.Provide a client focus in delivery of work priorities and assist other resources to complete projects and tasks effectively.
Requirements:
1.Basic experience within a Technical IT environment working on small, medium and large-scale projects
2.Ability to establish work priorities and manage workloads as part of a team
3.Sound analytical and problem-solving skills, attention to detail and demonstrated use of initiative and creativity for effective issue resolution
4.Highly effective written and oral communication skills to enable you to communicate with influence to people at all levels.
5.Demonstrated ability to prioritise effectively,in conflicting issues
6.Demonstrated ability to build effective relationships in a collaborative and engaging manner with a broad range of internal and external stakeholders
7.Basic experience working with some of the following technologies: AWS, Azure, Office 365, IP Telephony Solutions, Data Security, Business Continuity, Disaster Recovery, Networking, Security Solution environments
ConnectOS

Mandaluyong City, Metro Manila
Permanent
Full-time