Qualifications
1. At least 1 year of professional experience with bachelor's degree in IT Courses
2. Strong background in Windows Operating System and other Microsoft products including but not limited to MS Office.
3. Knowledgeable and well-verse in computer set-up, configuration and troubleshooting.
4. Must have a strong basic network background and concept.
5. Incoming employee should be dedicated and patient. Works well under pressure and minimal supervision.
6. Has it's own initiative in terms of work. Willingness to learn, a team player and can establish a good-working relationship with users and his peers. Customer-oriented and can function ow work independently or as a team.
7. He must be willing to travel even on a short notice. Can render overtime during weekends (for branch renovations, relocation and new branch set-up or per project) or as deemed necessary. Also has a background on basic network and ATM set-up, troubleshooting and configuration.
8. Must have both good communication and technical skills. Customer-oriented and knows how to handle and provide support and resolution via phone to received and logged requests.
9. Able to handle and pacify customers irate customers. Fast learner and can easily adapt and build rapport to customers/users.
10. Good customer service skills
Job Description
1. Provides user support be it via phone or email, on-site or off-site to all reported IT – related problems and/or issues as received both from Head Office, branches or subsidiary users.
2. Performs installation, troubleshooting and isolation of technical problems reported, both hardware and software related, be it in-house or 3rd-party and provides appropriate solutions, recommendations and escalation.
3. Set-up, configure and deploy new, replacement, additional and/or service unit IT equipment based on the standard configuration for Head Office, Branches and Subsidiaries as deemed necessary.
4. Facilitate the set-up, configuration and deployment of IT equipment for New, Relocated and/or Renovated branches. Provide first day support for faster resolution of reported problem thus promoting a positive corporate image.
5. Check and support reported offline branches. Provide immediate resolution to ensure continuous operations. Escalate or refer to proper unit for further checking as deemed necessary.
6. Perform user profile, application installation and configuration based on an approved request.
7. Contribute as manpower or additional resource for scheduled project deployments initiated by other units or within the team.
8. Check, manage and act on an assigned ticket request meeting the established Service-Level Agreement.