Position Overview:The IT Support and Network Admin plays a crucial role in maintaining and optimizing the organization's IT infrastructure and support services. Responsibilities encompass managing help desk operations, overseeing desktops and laptops, and implementing IT asset management practices. Additionally, this role is responsible for managing IT service management, providing user desktop application training, and ensuring network operations, cybersecurity, and wireless infrastructure are secure and efficient. The Specialist also manages internet connectivity, firewall, and Intrusion Prevention Systems (IPS), provides VPN training and access, and oversees data and voice vendor contracts to ensure seamless and secure communication and operations across the organization.
Provide outstanding service to new and existing customers via telephone and email.
Excellent working knowledge of Active Directory, Microsoft Exchange, File Server, Print Server, Group Policy, Terminal Services, and Monitoring.
Thoroughly document systems and issues regularly.
Remote Control support and troubleshooting for: Windows OS, Outlook/Exchange, mobile devices, print/scan/fax, and IP phones, and Microsoft Office Suite, business applications, and web applications.
Assist customers in troubleshooting technical problems, and document and respond to customer issues.
Participation in rotating 24/7 on call schedule after training and acclimation to the position.
Advanced technical and troubleshooting knowledge of desktops and applications.
Intermediate understanding of networking including but not limited to: Knowledge of common ports, LAN, WAN, VPN, and DNS.
Extensive Windows and/or Macintosh OS experience, both as a user and as an engineer.
Proficient with creating, maintaining, and troubleshooting: With Microsoft Active Directory.
Experience remotely supporting/troubleshooting Microsoft 365, mobile devices, computer peripherals, VPNs, VoIP systems, phones, and AV systems.
Experience using a trouble ticketing system, and demonstrable experience in documenting issues, problems, and resolutions.
Experience using Remote Monitoring and Management tools and applications.
Experience in the following applications and protocols a plus: Datto RMM/Autotask, ITGlue, Nagios, PagerDuty, and enterprise Antivirus Solutions.
Ability to quickly assess situations and escalate issues to higher-level technicians when necessary.
Ability to work independently and as a team is critical.
Highly motivated with the ability to stay focused in a fast-paced environment, working independently.
Professional telephone and written communication skills required. Service-driven personality with strong customer service skills. Excellent critical thinking and analytical problem-solving skills.
Able to resolve problems, examine opportunities for process improvements, and formulate an implementation approach.
Ability to set priorities and solve problems. Efficiency at managing multiple tasks without frequent supervision.
Technical Certifications a plus (MCSA, CCNA, CompTIA, etc.).
1 year of server administration experience required. Domain management.
2-3 years working full-time in an IT helpdesk or IT call center environment required.
Excellent at effectively using Helpdesk ticketing tools.
Previous MSP experience highly preferred.
Conversational and written English fluency required.
Job Type: Full-time
Pay: Php50,
- 00 - Php80,000.00 per month
Benefits: - Company events
Gym membership
Paid training Staff meals provided
Schedule:
Supplemental pay types:
Anniversary bonus
Overtime pay
