IT Service Desk (Hybrid/Morning Shift) - Quezon City

• The Site Support Technician role encompasses all service desk support functions as well as site systems support within the PBA Technology managed service remit, including but not limited to managed retail pharmacies, managed medical centres, and managed EBOS Group corporate entities.
• Provide support to the Service Delivery Team Lead, ensuring effective provisioning, installation/configuration, operation, and maintenance of systems, hardware, software, and related infrastructure throughout client systematic topologies.
• Assist in ensuring that system hardware, operating systems, software systems, point-of-sale (POS) systems, and related procedures adhere to organizational and client standards and expectations, enabling client staff to effectively perform within their businesses while maintaining secure and efficient systems operations.
• From time to time, support other IT project teams with technical support, implementations, and troubleshooting.

Key Accountabilities include, but are not limited to:

• Participate in monitoring, maintaining, and upgrading the ICT systems of a rapidly expanding group of client sites.
• Provide Level 1 and 2 technical support to clients, both remotely and onsite, covering all ICT needs, particularly workstations, printers, and network infrastructure, while maintaining a strong ICT security focus.
• Assist in the administration of the IT service desk: logging and updating support tickets, escalating when required, and following up with clients or technicians to ensure timely completion of work within service level agreements.
• Liaise with third-party support providers to resolve issues where necessary.
• Maintain professional diligence at all times, ensuring processes and ways of working align with industry standards and internal policies and procedures.