T2 IT Support - Manila, Pilipinas - Datamatics Careers- Philippines

Paglalarawan

Role Summary:

Your middle name is trouble-shooter. You love problem solving and helping clients resolve their issues. You will

be based out of our downtown Vancouver office, working in a collaborative team environment. You possess

excellent communication skills and have a passion for exceptional client service. Your claim to fame is handling

client incidents, putting out fires, and providing an exceptional client experience.

Overall Responsibilities, General Tasks and Duties:

IT Support relating to technical issues involving Microsofts core business applications and operating

systems

Support of backup, disaster recovery, and business continuity solutions

Support services for Microsoft related technologies: Office365, Windows Server, Office suite, etc.

Support services for virtualization technologies

Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and

security

Remote access solution implementation and support: VPN, and Terminal Services

Maintain client documentation

Communication with clients as required: keeping them informed of incident progress, notifying them of

impending changes or agreed outages

Maintain a deep knowledge of technology products and services applicable to the client base, including

hardware, software and Nucleus services (work in collaboration with SM)

Participates in regular meetings with the support teams

Identify client trends and escalate those as needed

Knowledge/Skills/Requirements:

Industry IT Certifications: Microsoft MCP, MCSA, MCSE, MCITP, Cisco CCNA, or VMware VCP

ITIL knowledge/experience would be considered an asset working for an MSP company preferred or

relevant work experience

You have 7+ yrs experience minimum

Advanced understanding of operating systems, business applications, printing systems and network

systems

Interpersonal skills: telephony skills, communication skills, active listening and customer-care

Ability to diagnosis and troubleshoot technical issues

Ability to multi-task and adapt to changes quickly

Mac proficiency preferred

Technical awareness: ability to match resources to technical issues appropriately

Service awareness of all organization's key IT services for which support is being provided

Understanding of support tools, techniques, and how technology is used to provide IT services

Typing skills to ensure quick and accurate entry of service request details

Self-motivated with the ability to work in a fast-moving environment

Team player