HiringCafe
Posted 2y ago

IT Support Specialist, Associate

@ Infor
View All Jobs
Manila, Metro Manila, Philippines
RemoteFull Time
Responsibilities:Provide remote support, Troubleshoot incidents, Route and escalate issues
Requirements Summary:Experience in managing incidents, ticketing, and providing Tier 1–2 support; strong English communication; customer-facing in a global environment.
Technical Tools Mentioned:Office 365, Active Directory, VPN, PowerShell, Bash
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Job Description

Position Summary:

The IT Support Specialist will be initially assigned to app support service team and will be rotated around different groups. This position requires a solid understanding of various IT components, including operating systems, Active Directory, Office 365, software applications, hardware devices, network connectivity, VPN, and application support. It will provide Tier 1 to Tier 2 technical support assistance and troubleshooting to all company professionals. Support will be provided remotely via voice and/or email. This support will include remote assessment and resolution of problems, proper routing and escalation of problems within the IT organization and, in general a contribution to the successful use of Information Technology Services within the company.

A Day in The Life Typically Includes:

  • Requires coverage during standard operating hours as well an on-call support if needed.
  • Troubleshooting of IT Services incidents as requested thru the IT Ticketing Tool by internal employees and possible external users
  • Analyze and test software, hardware and business applications functionalities and issues.
  • Analyze and repair of software, hardware and/or business applications incidents.
  • Provide quality answers and follow-up to customers in a timely manner.
  • Analyze root causes and research appropriate references (people/materials).
  • Use systems analysis techniques while working with customers to provide general or specific applications, systems or solutions to best meet business specifications and customer needs.
  • Deliver administrative duties such as reporting and tracking, event coordination, creating presentations, periodic research for project, procurement activities and invoicing.
  • Office-based providing remote support.

What You Will Need:

Required Skills:

  • Experienced in managing incident, handling tickets and triage, and providing Tier 1 to Tier 2 technical issues.
  • Exposure to enterprise or corporate environment and in providing support to global customers.
  • Good understanding of different technology related to the services to be supported.
  • Problem solving and analytical skills.
  • Strong interpersonal skills must be able to interact with personnel in multiple business roles across the globe.
  • Good English verbal and written communication skills.

What Will Put You Ahead?

Preferred Qualifications:

  • Basic understanding in PowerShell and Bash scripting
  • Basic knowledge in system administration and Office 365 administration