- 40%- Helpdesk Support: Answers all internal/external calls from the Helpdesk hotline and cell phone. Provides Helpdesk response for problem resolution or referral and incidental training to system users. Supports and services all users of personal computers and terminals throughout the company. Answers questions related to iPad/ASAP, AS400, WMS, Director, Mac/PC ,technical support, Sales, Operations, Customer Service and Marketing system processes, new procedures, and how to questions. Troubleshoots issues with users for first time resolution or to determine if the issues are user error or programming. Takes messages and/or transfers calls to team members in the IT department as needed. Opens Helpdesk tickets for users with down PC/Thin clients/iPads or high priority issues that stop users from working at their primary job. Provides first level problem resolution support to the end users for System I related issues. Monitors and dispatches all Help Star tickets to the proper department and queue.
- 30%- System Management: Monitors business systems. Ensures all computer/PC systems are functional. Determines source of computer problems such as hardware, software, user access, etc. Researches error messages and makes corrections as necessary. Manages helpdesk tickets submitted by internal clients.
- 10%- Internal Support: Answers staff questions via phone, ticketing, or in person on all company supported Hardware/Software applications and assists personnel as a computer resource.
- 10%- Executes/Performs Daily System Processes: Runs daily processes throughout the day logging system performance. Runs nightly processes on the AS400 and warehouse management systems preparing systems for next business day.
- 5%- Installations: Performs Hardware and Software installations. Assists anytime there is a need for hardware or software upgrades to assist with job functions.
- 5%- Documentation: Documents user submitted tickets and resolutions for future reference.
- Education - A+ Certification or an AA/AS degree in Information Technology.
- Work Experience - 2 years experience installing and maintaining computer hardware, software, and peripheral equipment.
- Computer Knowledge and Skills - Below is the list of computer programs and software applications that are required for this position
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Systems Support Technician - Philippines, Pilipinas - MicroSourcing
Paglalarawan
The primary function of this position is to support and maintain in-house technology equipment and IT assets. This includes monitoring business critical systems, installing, configuring, diagnosing, repairing, and upgrading all corporate hardware and equipment while ensuring its optimal performance.Key Responsibilities
This position reports directly to the Technical Support Supervisor and is a member of the IT department.
Knowledge, Skills, and Abilities
Communication - The skillful expression, transmission and interpretation of knowledge and ideas. . Speaking effectively. Listening attentively. Expressing ideas. Providing appropriate feedback. Perceiving nonverbal messages. Persuading. Negotiating. Describing feelings Human Relations - The use of interpersonal skills for resolving conflict, relating to and helping people. . Developing rapport. Being sensitive. Listening. Conveying feelings. Providing support for others. Motivating. Sharing credit. Cooperating Research and Planning - The search for specific knowledge, and the ability to conceptualize future needs and solutions for meeting those needs. . Creating ideas. Identifying problems. Imagining alternatives. Identifying resources. Gathering information Work Success Factors - The day-to-day skills that assist in promoting effective production and work satisfaction. . Implementing decisions. Cooperating. Complying with policies. Being punctual. Managing time
Qualifications Required
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