Trabaho

    IT Team Lead - Central Visayas, Pilipinas - Outsourced

    Outsourced
    Outsourced Central Visayas, Pilipinas

    Natagpuan sa: Foundit PH A2 - 6 araw ang nakalipas

    Outsourced background
    Paglalarawan
    Job Summary

    This role's main focus is to support all employees' by resolving any IT related issues they may come up against in their day to day roles.

    Job Description

    The IT Helpdesk Technician role is an integral part of the Operations team. This role's main focus is to support all employees' by resolving any IT related issues they may come up against in their day to day roles.

    The IT Helpdesk technician will bring strong software, systems and hardware skills to be part of our passionate and ambitious business.
    • Work on and resolve Helpdesk Tickets
    • Provide the Client with advanced remote troubleshooting
    • Remote Hardware Maintenance and Support
    • Managing and recording all work though Ticketing System
    • Review RMM dashboard and apply remediation actions as indicated by our Processes
    • Review regularly scheduled/automated actions as indicated by our Processes
    • Escalate tickets that require Management support
    • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
    • Identify, Communicate and Mitigate potential risks to management
    • Mentor the 'Junior' Service Team Members
    • Follow the schedule provided by the management team
    • Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
    • Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
    • Identify opportunities for improvement and make constructive suggestions for change
    • Contribute to the process of innovative change effectively

    Qualifications, Experience, and Competencies:

    • A love of (and ability to) Solve Problems & Challenges
    • Great Communications skills, founded in being a good listener
    • Team Leading/Project Management Experience
    • Experience Handling/Dealing with International clients (higly preferred)
    • Advanced understanding of support tools, techniques and how technology is used to provide services
    • Advanced understanding of operating systems, business applications, printing systems and network systems
    • Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
    • Advanced experience and knowledge of working with the Sharepoint/Microsoft 365 Platform
    • Must be able to type quickly and accurately while talking on the phone
    • A deep desire to deliver an amazing Client Experience
    • Advanced knowledge of IT Applications, Software & Hardware
    • The ability to speak both IT Lingo and human
    • Great Communications skills, founded in being a good listener
    • A deep desire to deliver an amazing Client Experience
    • The ability to keep up with & adapt to the fast-paced IT world
    • Experience using a Ticketing system / RMM Tool and PSA software
    • Experience providing support via remote tools
    • Experience handling Technical Service Tickets
    • Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
    • Client Experience Certifications such as Helpdesk Habits etc.
    • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

    Work Schedule (Dayshift)

    • Monday to Friday (6AM - 3PM; Manila Time)

    Work Setup (Location)

    • Office-based (Cebu)
    • With once a week WFH after probationary period
    • Equipment will be provided by Outsourced

    By clicking on the I'm Interested button I hereby allow Outsourced Quality Assured Services, Inc. (Outsourced) to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
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