IT Help Desk L3 – Total Care IT

Night Shift
BGC Taguig

Primary Job Functions

Technical Support & Client Communication

  • We’re looking for candidates who understand how to find their way around a network, within servers, and other IT systems to discover what is lacking in our documentation, to uncover inconsistent configurations, and who can evaluate an IT environment against a set of standards as well as document any discovered gaps.
  • Your main responsibility will be to complete Technical Alignments, a critical part of our business that separates us from our competition and enables us to deliver a better customer experience
  • Provide management with support by recommending system and process improvements to enhance quality service for the client and its clientele
  • Act as the first point of escalation by the team for user/client-relation issues or queries and act as a liaison to other IT but can take the position of the front line support for basic to complex issues whenever is necessary
  • Ensure that the team monitors, and updates issue/call tracking systems established for Helpdesk services, ticketing system.
  • Manage escalated unresolved tickets to appropriate support specialist or service group and take ownership
  • Improve processes through automation & optimization using PowerShell
  • Perform system analysis to ensure operation is within specification on system installation, maintenance & upgrade
  • Provides support in supervising the day to day activities of the team and ensure to meet service delivery requirements
  • Assist in the Orientation, induction, and training of New Hires or other team members
  • Ensure Service Level Agreement and Standard Operating procedures are met

Required Skills

  • Extensive Active Directory & Office 365 Administration (user access management, GPO management, etc.)
  • Experience in managing back-up solutions (Altaro) and systems monitoring to tools such as Datto RMM
  • Extensive knowledge/ hands-on experience in Server virtualization (installation, configuration, and management)
  • Experience in process automation via PoweShell scripting
  • Good understanding of fundamentals of networking & security (Sophos, SonicWall, Cisco Meraki, Cyberoam; Webroot, Cylance Protect)
  • Strong desktop knowledge, Windows 10,8 and 7
  • Strong Microsoft Office Skills
  • More than 5 years of experience operating in an environment with the overall delivery model for enterprise IT and a service-oriented approach
  • More than 5 years of experience developing and publishing services and SLAs
  • More than 5 years of experience in establishing relationships with customers ensuring alignment with the business needs
  • Directly support the IT Helpdesk team in their technical concerns and escalations
  • Goal oriented, self-motivated and a team player
  • Ability to work under supervised
  • Work experience in an MSP environment using Autotask ticketing system is a Plus but not required

Technical Skills

  • Configuring, Managing & Deploying AD/DC DNS, WSUS, RIS, GPO, FTP, DFS, IIS, LDS & DHCP in Windows Server 2003-2019
  • Configuring, Managing & Maintaining Virtual environment (VMware,Hyper-V, Virtual Box etc..)
  • Configuring & Maintaining back up technologies
  • Diagnosing and rectifying WAN and LAN issues, including DSL/ ADSL based technologies
  • Configuring & Managing different networking equipment (Modem & Router, Switches, Firewalls, WAN Accelerators, DNS, DHCP, Proxy servers etc…)
  • Configuring & Managing of wireless networks
  • Remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Managing network equipment to the latest firmware releases
  • Configuring & Supporting different routing protocols RIP, IGRP, OSPF, EGP, EIGRP, BGP etc…
  • Practical experience in deploying and migrating users from old PCs to new PCs.
  • Practical experience in PC hardware repairs is an advantage
  • Good troubleshooting Skills
  • Solid experience in managing simultaneous major incidents from detection to complete resolution

Certifications (Good to have but not required)

  • Microsoft Certified Desktop Support Technician (MCDST)
  • Microsoft Certified Technology Specialist (MCTS)
  • Microsoft Certified IT Professional (MCITP)
  • Microsoft Windows Server Certification
  • CCNA/ CCNP
  • ITIL Certified

Location


Job Features

Job CategoryIT, Technical Service Desk
Job StatusFull Time
Job LevelAny
Salary80,000
Year of Experience5
Working HoursNight Shift
Dress CodeBusiness (e.g Shirts)
Telephone(02) 485 7521

WHY WORK FOR US?

* FREE Daily Meals
* Regularization and Annual Appraisal
* HMO Coverage + 1 Dependent FOR FREE
* Paid Time Offs
* Competitive Salary Packages
* Work-Life Balance
* Friendly and Supportive TGT Team

Company Photos

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