Desktop Technician / San Rafael, Bulacan/ 3 years IT experience

• Install, upgrade, support and troubleshoot Windows, Mac and any other authorized desktop software/applications.

• Install, upgrade, support and troubleshoot End User Workspace hardware such as Desktop, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices.

• Perform general preventative maintenance tasks on devices and software.

• To follow and execute hardware moves provided by Subject Matter Experts.

• Provide onsite and remote support to / Customer / OEM SME’s towards Install, upgrade, support and troubleshooting of devices in Network and Compute environment.

• To assist users with any logged IT related incident when called upon.

• To provide support including carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

• To accurately record, update and document requests using the IT service desk system.

• To install and configure new IT equipment.

• To maintain a high level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

• To provide technical support/instructions skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

• To be a highly motivated team player with the skills and ability to manage changing priorities.

• To develop sound understanding of IT operations and related applications and IT systems as well as business-related processes and procedures.

• To maintain and consistently demonstrate a good understanding of customer service principles.

• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes.

• To perform root cause analysis and develop checklists for typical problems.

• To develop training courses as identified and agreed for appropriate development.

• To carry out training courses as per / customer requirement.

• The ability to liaise and develop working relationships with the staff and customer environment users.

• To analyse and resolve incidents and problems using appropriate tools and techniques.

• Good general understanding of IT principles such as Networks, Hardware and Domains

• Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook etc.

• Good working knowledge of Operating system such as Windows and Mac related software and applications.

• Good experience in End User device hardware and software troubleshooting.

• Good experience of supporting devices such as Printers and Meeting Room equipment.

• Knowledge of mobile devices, in particular Blackberry and iPhones.

• Experience with building, configuring, replacing and troubleshooting EUC hardware components.

• Awareness of Data Backup principles.

• Familiarity with virtual, MDM and VPN environments.

• Basic knowledge and/or familiarity with devices in Network and Compute environment.