Systems Support Analyst

The System Support Analyst is responsible for responding to requests for technical assistance in order to maintain an optimal operational computing environment for the employees in the region assigned.

The Systems Support Analyst will install and maintain computer systems and networks aiming for the highest functionality. You will also “train” users of the systems to make appropriate and safe usage of the IT infrastructure.

A successful IT Technician must have a thorough knowledge of computer software and hardware and a variety of internet applications, networks and operating systems. The ideal candidate will also have great troubleshooting abilities and attention to detail. The best candidate for this position enjoys working in and outdoors, traveling and keeping up to date on the newest technology on the market today. The goal is to build and maintain updated and efficient computer systems and networks to optimize the role of technology on business sustainability.

RESPONSIBILITIES

• Provide IT Support to Cebu End Users
  • Evaluate, prioritize and respond to requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Provide onsite and remote support for Cebu and APAC remote offices to ensure maximum up time. This will require work outside of standard office hours.
  • Provide on-call emergency service as required and maintain communication with the department manager while in the field.
  • Provide support to our Business and Call Center Operations in Cebu.
  • Flexible in workin onsite, remote support to work from home employees and able to lift 50LBS or less.
  • Resolve computer, networking, printing, hardware and software related issues through in-depth troubleshooting and technical assistance.
  • Log and track requests using help desk software in order to maintain history and related problem documentation.
  • Handle problem recognition, research, isolation, resolution and follow-up, and refer more complex problems to technical staff while maintaining ownership of the issue. 
  • Install, document, take inventory, maintain, and troubleshoot all Cebu information technology assets.
  • Maintain records/logs of repairs, fixes, maintenance schedules, expenses, and training.
  • Create and delete user accounts, enforce security and compliance rules to employees and non-employees regarding passwords and access to computer systems.
  • Provide installation support including training and education of end user on basic tool set including telephones, laptops, video conferencing, and conference rooms/bridges etc. 
• Analyze and assign 1st line Help Desk tickets to the Help Desk group. Provide feedback and training as required to ensure their ability to effectively resolve the 1st line tickets and requests from the Cebu users. (15%)
• Handle additional responsibilities or special projects as required. (15%)

SKILLS AND ATTRIBUTES

• Expert Proficiency in Microsoft365 Word, Excel, and PowerPoint.
• Understanding of the Windows 10, Windows 11 and MacOS.
• Basic understanding of computer networking.
• Proven understanding of computer operations and troubleshooting for desktop, laptop, and MAC hardware.
• Experience with PC imaging software, Microsoft Intune Autopilot, virus protection, computer security and inventory software.
• Certifications (A+, MCP, Network+ Certification) are a plus.
• Exposure to Microsoft Intune, LANDDESK Or other Management software a plus
• Must be able to lift and move computers and monitors and equipment.
• Previous exposure to call center technologies and processes. 

EDUCATION AND EXPERIENCE

• Bachelor’s degree in computer science or related field or technical certifications.
• 2+ year experience in desktop support