We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.
Work Arrangement: Onsite | Clark, Pampanga
Work Shift: Morning Shift
As an MSP Service Desk Analyst with the Assist team, you are responsible for handling first-level support of service requests.This relates to all technology, including workstations, printers, networks, and vendor-specific hardware and software in accordance with client agreements.
Handling first and second level support of service requests
- IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware
- Support services for Microsoft related technologies: Windows Server, Exchange, SQL etc.
- Telephony support relating to technical issues and performing simple moves, adds and changes
- Work with telecommunications carriers for troubleshooting of voice and data circuits
- Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Remote access solution implementation and support: VPN, Terminal Services, and Citrix
- Timely escalation of requests as required.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Proactive IT Maintenance
- Perform daily backup checks, internet connectivity checks for internal systems and SLA customers.
- Identifying upsell opportunities based on client needs
- Input opportunities into ConnectWise.
IT Knowledge Base
- UpdateIT Knowledgebase as new information is determined as part of a service ticket.
- Update client pages in IT Glue as changes are made.
- Document internal processes and procedures related to duties and responsibilities
Skills Requirements:
- Clear, concise and customer centric written and verbal communication
- Technical written and verbal communication
- Proven deployment of systems and infrastructure
- Develop in-depth knowledge of the service catalogue and how it relates to customer's needs
- Experience using ConnectWise, IT Glue, N-Able
- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, FortiNet, Cisco CCNA, or VMware VCP
- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
Benefits:
- Up to 1-month FREE Accommodation for those relocating to Pampanga *
- 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)
- HMO coverage for employee +1 FREE dependent on the first day of employment
- +1 additional FREE dependent per successful year of tenure (up to five (5) years)
- Tenure Incentive Program*
- FREE daily meal
- Referral Bonus of up to Php20,000.00*
- ALL government mandated benefits
*Terms and conditions apply
