Associate IT Technical Support (Pampanga)

Summary

This is a Level 1 service desk position for providing technical support to employees globally. Utilizing primarily documented processes, this individual will respond to, and resolve problems, or will escalate problems to more senior team members.

There is a strong focus on customer service, as this position is the front line for all service requests. This individual must have good verbal and written communication skills. Relies on following instructions to plan and accomplish goals. Performs a variety of recurring tasks.

Primary Functions and Essential Responsibilities

Be first point of contact for all Service desk tickets, be able to evaluate, solve and are where required escalate to other members of the IT team in a timely fashion.Utilize documented processes to provide hardware and software support onsite and over the phone for internal clients.Assist with routine maintenance and troubleshooting of business equipment including, but not limited to, computers, laptops, monitors, projectors, web cams, printers, copiers, and scanners by responding to telephone calls, emails, tickets, and other technical support requests.Perform lifecycle replacements of various end user equipment.Gain expertise in operation and application of standard workstation hardware and software.Perform other work related duties as assigned.

Education/Certification/Knowledge

Bachelor degree in Computer Sciences in progress or recently completed.ITIL Foundation exam, either V3 or V4 (Preferred)

Skills/Abilities

Knowledge of desktop and laptop computer hardware.Experience in the use of the Microsoft Office tool set.Good verbal and written communication skills.Good customer service skills.Service Now Experience is an advantageAbility to work in a team environment.Willing to work in different shifts (Night shift 00:00 – 08:00)Willing to work out of the new office in Pampanga