Technical Support Engineer

SUMMARY:

The role is responsible for providing technical support for hardware, software, and network-related issues, maintaining accurate asset records, and assisting in administrative tasks. The technician will also collaborate with the IT Lead to ensure timely issue resolution and efficient service delivery.

DUTIES & RESPONSIBILITIES

Technical Duties:

• Provide day-to-day hardware support, including diagnosing and troubleshooting issues with PCs, hard drives, monitors, keyboards, and other hardware components.
• Replace and repair defective hardware components as necessary.
• Manage and resolve support tickets or service requests efficiently, ensuring all tasks are completed within agreed SLAs.
• Track incident progress from initiation to closure, providing detailed incident reports and recommendations for future prevention.
• Conduct software troubleshooting, including issue investigation, update deployment, and system imaging (ghosting).
• Assist with basic network support, such as installing hardware, troubleshooting connectivity issues, and configuring routing.
• Provide official reports and recommendations based on findings
• Manage the team ticket queue, ensuring timely resolution of all support requests.
• Collaborate with team members and other IT departments to ensure the efficient delivery of support services.
• Perform scheduled preventive maintenance tasks, such as operating system patching, upgrades, and license renewals.
• Execute preventive maintenance schedules (PMS), including calendar setup and PMS execution.
• Provide official reports and recommendations based on PMS findings Asset Management:
• Maintain accurate records of desktop assets, including monitors, cords, cables, and other peripherals.
• Track and document the routing of hardware assets across the organization to ensure accurate inventory management.

Administrative Duties:

• Support general tasks covering communication, correspondences, maintaining documents and records, managing reports.
• Willingness to work overtime when necessary to meet project ticket deadlines.
• Work closely with helpdesk team; and other team members
• Provide assistance and cover for other team members when required.
• Perform other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work.
• Perform other duties and tasks that may be assigned by the Manager

• Bachelor's Degree in Information Technology, Computer Engineering/Science, Computer application, or any related field.
• At least 2 years experience in a similar field.
• Has experience in diagnosing and repairing laptops (MAC, etc)
• Experience in database engines ( PostgreSQL, Oracle, MS-SQL,).
• Experience in operating systems (Linux, MS Windows, macOS).
• Has experience in managing google workspace.
• Knowledge in Directory Services (AD & LDAP).
• Preferably has experience in asset monitoring
• Willing to travel and work extra hours when needed.
• Willing to work on call when needed to support 24 x 7 Customers.
• Amenable to work in Quezon City