workplace Engineering track specialistHexaware Technologies

Job Description:
Preferred Mandarin and English Language skills
Support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance.
Requirements
Provide remote support for end user devices and break-fix for Vontier users
Coordinate onsite support with End User and Dispatch technicians
Provide training to the team as requested by your manager
Collaborate with the team to create SOPs
Resolve tickets assigned to you within the customer's SLA
Update open tickets in your queue on a daily basis
Experience in a Help Desk, Call Center, and Technical Support environment.
A knowledge of ServiceNow is preferred or similar ticketing system desired.
Demonstrate knowledge in all activities associated with incident, problem, and request resolution management of end user PC hardware and software issues in a Windows operating environment. Having experience with mainframe issues a plus.
Experience in the following: Most current Microsoft Windows Operating System as well as Microsoft Office Products.
Experience in Remote connectivity via VPN and VDI.
Basic knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, etc. including their functions and capabilities. Microsoft Windows Server technology.
Experience in Remote assistance tools such as WebEx/PC Assist or similar tool which is used in most Help Desks to take control of customers PC's.
Experience in home networks and Wi-Fi in an effort to troubleshoot such issues.
Experience in Security Administration of Active Directory &/or IBM RACF a plus. Not required for this position but a plus if applicant has experience in employee additions, transfers, and deletions. Have experience in creating security groups and also experience in server security access.
Must follow ITIL processes and procedures and ITIL framework certification preferred.
Ability to work well with others in a team environment including as a member of possible rotational assignments, or as part of a project team
Handle user device issues & break fixes wherein all user tickets will be routed through Service Desk.
All incidents or service requests will be assigned priority as per company policy and accordingly worked upon by deskside teams for resolution or in case requiring device OEM (Original Equipment Manufacturer) support, would be triaged to respective OEM's.
Tools to work with:
ITSM - Service Now
Active Directory
Remote - Bomgar, Team Viewer
MFA - DUO, Acuvigil
Secure Print Management: Ricoh, Bartender
Backup - Carbonite
Antivirus - Trend Micro, Malwarebytes
Server Virtualization - vSphere
Endpoint Management - Desktop Central
Encryption Server - Policy Server MMC
Others
Hexaware Technologies

Manila City, Metro Manila
Permanent
Full-time