Company Description
Pilmico Foods Corporation & Gold Coin Management Holdings are the integrated agribusiness and food companies of Aboitiz Equity Ventures, Inc. (AEV).
Gold Coin is now fully-managed and owned by Pilmico International and to date, it is the largest investment in the Asia-Pacific region in their shared history.
Pilmico comprises four divisions: Flour, Feeds, Farms, and Trading; enabling growth to its partners through its consistent quality products and unparalleled supporting services.
Meanwhile, Gold Coin is a pioneer in animal nutrition and the manufacturing of scientifically-balanced animal feed in Asia.
With their combined strengths, Pilmico & Gold Coin represent one of the largest privately-owned agribusinesses in the region, with over 2,900 partners throughout the multitude of production facilities across 11 countries in Asia.
In its journey moving forward, the Aboitiz Group will drive change for a better world by advancing business and communities.
Armed with Pilmico and Gold Coin's mission of feeding humanity, they aim to take a leadership position in innovating the food value chain in the Asia Pacific.
**Job Description**:
The IT Technical Support staff is responsible for providing 1st.
and 2nd.
level end-user IT support services in the site assigned.
He/She ensures compliance to Information Systems Policies and Procedures.
He/She completes tasks with less supervision using sound judgment on the job.
**BASIC RESPONSIBILITIES**
- Primary responsibility is overall staff coordination, not direct technical support.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
- Creation of service tickets for technical support staff.
- Provide stats for the weekly Service Desk report on call trends.
- Report the utilization of technical support resources and successful completion of service requests to stakeholders.
**PRIMARY RESPONSIBILITIES**
- Work collaboratively with end-users and L2 fulfillers to effectively schedule service tickets.
- Creates new requests from phone calls and offers technical support to resolve simple/fast requests immediately when possible/practical.
- Review/prioritize outstanding support requests.
- Assign and update ticket priority levels per company standards and based upon client feedback.
- Ensure that the right resources are assigned, that they have the appropriate information, time allocated, and any other resources required to do the job.
- While managing the schedule and/or rescheduling of any activities required to resolve tickets, also review the root cause behind any resolution delays, assignment rescheduling, etc.
to ensure efficient work and timely issue resolution.
- Performs scheduling for routine pre-scheduled activity, on-demand requests, and emergency requests.
- Ensures that ServiceDesk Group Portal provides an accurate reflection of work scheduled on-site, remotely, or employee out of office.
- Coordinate rescheduling as needed to accommodate urgent support requests.
- Track and monitor staff location and availability.
- Ensures that the company on-call schedule is current with on-call assignments.
**Qualifications**:
**EDUCATIONAL REQUIREMENT**:
Preferably Bachelor of Science degree in Computer Science, Computer Engineering, Information Technology, or any related course
**WORK EXPERIENCE REQUIRED**:
- 1 - 2 years related work experience.
- Open to fresh graduates
**CRITICAL SKILLS OR COMPETENCIES REQUIRED**:
- Strong analytical, critical thinking and problem solving skills.
- Detail-oriented.
- Ability to work under deadline pressures.
- Ability to plan, organize and prioritize work, with the ability to multitask.
- Ability to communicate effectively, verbally and in writing.
- Ability to provide training.
- Demonstrated ability to seek and recommend process improvements and initiatives aligned to business goals.
- Demonstrated ability to work effectively and independently in a diverse workforce.
- Excellent customer service orientation.
**Technical Competencies**:
- Thorough knowledge in Platform and Operating Systems Security
- Working knowledge in Telecommunication, Internet and Network Security
- Working knowledge in CCTV Management & Operation.
- Working knowledge in Basic Networking Skills
- Working knowledge in Network Infrastructure Provisioning
- Thorough knowledge in Helpdesk Process and Operations
- Thorough knowledge in PC Support
**Universal Competencies**:
- Working knowledge in Business Knowledge
- Working knowledge in Communication
- Working knowledge in Interpersonal Relationship
- Thorough knowledge in Customer Focus
- Thorough knowledge in Problem Solving
- Thorough knowledge in Time Management
- Working knowledge in Process Innovation