IT Support Technician (night shift)

The IT Support Technician is a vital member of our Information Technology team, tasked with providing essential IT support. The role plays a central part in maintaining a responsive and efficient IT support environment, ensuring seamless day-to-day operations. Responsible for resolving a variety of technical issues, requests and escalating complex problems as needed. Requires a hands-on approach to troubleshooting and resolving hardware, software, and network-related issues. Actively contribute to the documentation of technical procedures and user-facing guidelines to enhance knowledge sharing and facilitate efficient issue resolution. Plays a critical role in fostering a positive end-user experience while contributing to the overall functionality and security of our IT infrastructure.

• Provide quick and effective assistance with information technology systems
• Guide end users remotely and in person through systems configuration, troubleshooting, and maintenance
• Listen attentively to end users' questions and concerns and offer optimal solutions
• Prioritize customer satisfaction in all communications, directing unresolved issues to next level personnel
• Work with IT Specialists to provide end users with superior service
• Respond to technical inquiries via email, through online chats, over the phone, or in person
• Walk end users step-by-step through the problem-solving process
• Help with troubleshooting hardware and software
• Follow up with end users to ensure satisfactory service
• Communicate end user feedback to the appropriate internal team members
• Under direct supervision from senior team members, provide help desk support
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk
  • Troubleshoot and resolve all problems encountered with hardware and software. Escalate requests to the appropriate party, as needed. Replace or repair defective parts and equipment
  • Provide on-site desktop/laptop support including new hardware setup, imaging, and deployment. Install and configure computer software, hardware, networks, and peripheral equipment
• Responsible for regular desktop preventive maintenance and cleaning
• Troubleshoot and resolve software and hardware issues quickly and efficiently
• Document steps to help end users resolve technical problems
• Develops and maintain technical and user-facing documentation
• Support the implementation of new solutions or applications
• Create accounts for new users and assist with password or login problems
• Test and evaluate new technology
• Inventory Management of IT Equipment
• Provide insight into technical requirements
• Repair and replace equipment as necessary e.g., UPS Battery

• Bachelor's degree in related field, equivalent work experience in the IT field, and/or industry certification(s)
• Minimum of 2-3 years prior experience in a Technical Support capacity
• Exceptional Customer Service and communication skills, both verbal and written
• Experience working as an IT help desk technician or in a similar customer support role
• Must be a self-starter with the ability to adhere to procedure
• Strong analytical, logical thinking and problem-solving skills
• Ability to diagnose and resolve a variety of technical issues
• Team-oriented mindset with an openness to constructive feedback
• TESDA NC2 certification

• Experience using Office 365 is a plus
• Skilled in supporting Microsoft Technologies (O365, Active Directory, Azure, etc.)
• Working knowledge with various operating systems and applications e.g., Microsoft Windows 10, 11 and Microsoft Office applications
• Working knowledge (Cisco, Mikrotik, WIFI AP, Switches)
• Tech savvy, with experience working in a tech-related field
• Eagerness to learn new technologies and systems
• Exceptional Customer Service and communication skills, both verbal and written
• Knowledgeable about endpoint protection and associated best practices
• Proficient with Mobile Devices, wireless networks, and peripherals such as printers, scanners, etc.
• Excellent organizational and follow-up skills with strong attention to detail

• Full-time contract
• Working on site in our expanding office in Megatower.
• Team of like-minded people
• Stable employment and professional growth in an international environment
• A culture of diversity and inclusion to unite the most outstanding talents

Seniority level

• Associate

Employment type

• Full-time

Job function

• Information Technology