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    IT Helpdesk Support Officer Level 2 - Philippines, Quezon City, Pilipinas - MicroSourcing

    MicroSourcing
    MicroSourcing Philippines, Quezon City, Pilipinas

    2 araw ang nakalipas

    Default job background
    Buong oras Teknolohiya/Internet
    Paglalarawan
    Job Description:
    • Respond and action tickets logged through our service management tool Jira and keep within our SLA's
    • Provide support for our Retail Point Of Sale systems and it's peripherals
    • Windows Desktops - All versions
    • Windows Servers products including but not limited to: o Server o Exchange and O365 o Microsoft Hyper-V
    • Microsoft NavisionDynamics
    • Networking: WAN and LAN connectivity, switches, routers and firewalls
    • Security: Maintain a high level of cyber security awareness. Good knowledge and experience in Anti-Virus solutions, Email Filtering and Firewalls
    • Maintain relationships and work with external vendor partners to ensure services remain stable
    • Remote access solution support: VPN, TeamViewer, VNC, Remote Desktop
    • Provide technical assistance to team members for escalated issues in order to meet agreed service levels
    • Ability to deal with change and multitasking
    • Ability to prioritise work
    • Technical Documentation writing
    • Participation in business-driven projects and initiatives
    • Communicate frequently with respect to team members, customers and vendor partners
    • Be able to work in a rotating rostered working arrangement
    • Work on-premises with your colleagues.
    Qualifications:
    • Degree or Certificate in an IT technical or IT business-related field.
    Experience:

    Three or more years of IT work experience in
    • A similar L2 or Senior IT Helpdesk role
    • A similar role within a retail POS environment will be advantageous
    • Virtual Environments, O365 and Microsoft Navision will be advantageous
    • Hands on knowledge of User Support tools, reporting, and project management concepts
    • Supporting users remotely using various remote tools like TeamViewer, RDP and VNC
    • Supporting Cyber and Network Security Tools is advantageous.
    Skills (Competencies & Behaviours):
    • Ability to effectively communicate with all levels of the organisation verbally and in writing
    • Ability to verbally communicate troubleshooting steps over the phone
    • Strong relationship management skills
    • Leadership and organisational skills
    • Strong ability to diagnose problems independently and recommend solutions
    • Ability to write Technical Documentation to a variety of audiences
    • Use Service Management tool Jira or a similar ticketing system
    • Windows Desktop Operating Systems - All versions
    • Windows Servers , Exchange, Hyper-V
    • Troubleshoot networking and security peripherals: WAN/LAN connectivity, switches, routers and firewall
    • Microsoft Office Suites and O365
    • Remote Support using Remote Desktop, TeamViewer, VNC, SplashTop
    • Scripting through batch files andor PowerShell.
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