remote Desktop SupportFujitsu

Provide Remote Desktop technical support for supported hardware - desktops, laptops, peripherals, printer, mobile devices, and approved software applications, including the following activities:
Installing, supporting, and troubleshooting approved computing software
Provide troubleshooting for supported hardware and escalate assign tickets to desk side support when required
Correctly route incidents and requests in a timely manner to proper support teams
Provide support services to client end users experiencing technical problems involving desktop, laptops, PDA or network and VPN services
Escalate on behalf of the customers to appropriate technical personnel for unresolved, complicated issues
Exercises judgment with defined procedures and practices to determine appropriate action
Demonstrate good judgment in selecting methods and techniques for obtaining solutions
Uses skills as an experienced professional with an understanding of industry practices, company policies, and procedures
Recommend hardware and software solutions when applicable
Work within team to assist coworkers in discussions regarding client support
Ability to work on call after hours if required
Communicate effectively with multiple customers and co-workers. This includes consulting with the multiple tiers of support including, but not limited to, Service Desktop and Desktop Teams
Able to communicate technical information to both technical and non-technical personnel
Provide Case status updates to management and end-users
Participate in training programs designed to educate customers and team members on basic and specialized applications
Provide input to knowledge base articles, standard operating procedures and customer service guidelines relating to Remote Desktop Services support.
Knowledge Skills and Work Experience
Essential Knowledge, Skills and/or Experience
Demonstrate entry level technical knowledge of hardware and peripherals i.e. laptops, notebooks, workstations desktop PC's, printers, media and audio visual equipment BYOD and mobility.
Demonstrate knowledge of desktop & software applications i.e. Operating Systems (Windows 7 through 10), Microsoft Office 2007 through 365, Antivirus software and systems.
Demonstrate entry level knowledge of Active Directory, Microsoft Exchange, SCCM, End-Point Imaging.
Demonstrate entry level or basic working knowledge of basic IT infrastructure and network equipment i.e. routers, switches, servers, virtualization, VPN, RSA, Citrix, VMware, Hyper-Converged Infrastructures
Strong verbal and written communication, ability to articulate technical information to the target audience.
Professional customer service.
Ability to work well within a team while fostering relationships and partnerships.
Can do attitude.
Preferred
Demostrated experience and knowledge of the use of an incident management toolsets.
Understanding of theITIL framework.
Knowledge of Apple MAC, IOS and Android Operating Systems,
Experience with a range of end user management tools including but not limited to SCCM.
Experience with Service Now.
6 months+ experience in troubleshooting and maintaining PCs in a Windows environment.
6 months+ experience with end user technology support.
Benefit
Cert IV Information Technology or higher
MCP
ITIL v3 Foundations Certification
IT Degree or other IT releated certifications.
Additional Information
Bonus Eligibility
Requisition ID: 21000978
Contact Information
Shift: Evening Job
Posting Date: Jul 26, 2021
Fujitsu

Taguig City, Metro Manila
Permanent
Full-time