IT Engineer

About the role

As an IT Engineer at Access Healthcare Services Manila, Inc.', you will be responsible for providing technical support and assistance to our customers and employees. This full-time position is based in Taguig City Metro Manila and will involve troubleshooting hardware and software issues, configuring systems, and ensuring the smooth operation of our IT infrastructure.

• Serve as the primary point of contact for all IT-related incidents and service requests from end users.
• Receive, log, and triage support tickets via the helpdesk ticketing system (e.g., ServiceNow, Freshdesk, or equivalent).
• Provide first-level troubleshooting for hardware, software, network connectivity, and peripheral issues.
• Assist users with password resets, account unlocks, and access provisioning requests.
• Deliver remote and desk-side support as needed, maintaining a professional and customer-focused demeanor.
• Ensure timely acknowledgement and resolution of tickets within defined SLA thresholds.

• Perform basic setup, configuration, and deployment of desktops, laptops, printers, and peripherals.
• Conduct imaging and re-imaging of workstations in accordance with standard build configurations.
• Maintain an accurate inventory of IT hardware assets, including tracking asset tags and equipment assignments.
• Coordinate equipment repair or replacement with vendors or the IT procurement team.
• Support endpoint security compliance including antivirus installation, OS patch updates, and device encryption.

• Troubleshoot basic LAN/WAN, Wi-Fi, and VPN connectivity issues reported by end users.
• Escalate network incidents to L2/L3 engineers or the network team when issues exceed L1 scope.
• Assist in monitoring network infrastructure using monitoring tools such as PRTG, SolarWinds, or ThousandEyes.
• Coordinate with ISP vendors for internet-related service disruptions and document incident details for RCA reporting.

• Install, configure, and update approved business applications on end-user devices.
• Troubleshoot issues with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, Excel, etc.).
• Support Citrix Virtual Desktop/Application issues including session resets and access troubleshooting.
• Assist with VPN client configuration and remote access setup for authorized users.
• Coordinate with software vendors or application owners for issues that require elevated access or licensing intervention.

• Log all incidents, service requests, and resolutions in the ticketing system with complete and accurate details.
• Escalate unresolved incidents to L2 or L3 support teams with thorough documentation of steps taken.
• Assist in drafting incident reports, root cause analysis (RCA) documents, and post-incident summaries as required.
• Maintain a knowledge base of common issues and resolutions to improve team efficiency and reduce repeat incidents.
• Follow established change management procedures before making any changes to production systems.

• Communicate clearly and professionally with end users, team members, and management regarding ticket status and resolutions.
• Coordinate with vendors, ISPs, and third-party service providers for hardware replacements, warranty claims, and service requests.
• Participate in team meetings, shift handover briefings, and IT operations updates.
• Assist in preparing status update emails and notifications for planned maintenance or service disruptions affecting end users.