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L1 Service Desk Analyst

eTeam PHPasay City, National Capital Region, PH

15 days ago

Job description

Position Title : Onsite IT Support Technician

Job Summary :

As an Onsite IT Support Technician, you will be responsible for providing technical assistance and support to end-users within the organization. Your primary focus will be on-site troubleshooting, problem resolution, and ensuring the smooth operation of computer systems, software, and hardware. You will play a crucial role in maintaining a productive and efficient IT environment for all employees.

Key Responsibilities :

1. End-User Support :

Respond promptly to user inquiries, and provide technical support either in person, over the phone, or via remote assistance.
Diagnose and resolve hardware, software, and network issues.
Install, configure, and upgrade computer components and software applications.
Provide IT support and resolve problems through assigned incident or request tickets in accordance with established SLA.

2. Hardware Maintenance :

Conduct on-site troubleshooting and repairs of computer equipment, printers, and other peripheral devices.

Perform routine hardware maintenance, such as cleaning, upgrades, and component replacement.

3. Software Support :

Install, configure, and update software applications on user devices.

Troubleshoot and resolve issues related to operating systems and software applications.

Collaborate with the IT team to deploy software updates and patches.

4. Network Support :

Assist in the setup and configuration of network devices, such as routers, switches, and access points.

Troubleshoot network connectivity issues and assist in resolving network-related problems.

Provide minimal hands and eyes support to Global infrastructure teams for network, server, hardware upgrades or projects at site.

5. Security :

Implement and enforce security measures to protect systems and data.

Educate end-users on best practices for security and data protection.

6. Documentation :

Maintain accurate records of hardware and software inventory.

Document solutions to common issues for knowledge sharing.

Preparation and submission of activity reports

7. User Training :

Conduct training sessions for end-users on basic IT procedures and best practices.

Provide guidance to users on utilizing IT resources effectively.

Assist with onboarding of new joiners. Manage PC setup and deployment for new employees using standard hardware, images, and software.

8. Collaboration :

Collaborate with the IT team to escalate and resolve complex issues.

Communicate effectively with end-users, understanding their needs and providing timely solutions.

Qualifications :

Minimum of [1-2] years of experience in providing onsite IT support.

Candidate must possess at least a Bachelor's / College Degree in Computer Science / Information Technology, Engineering (Computer / Telecommunication) or equivalent.

Proficient in troubleshooting hardware, software, and network issues.

Strong knowledge of operating systems (Windows, macOS) and common software applications.

Familiarity with basic network concepts and protocols.

Experience with ticketing tool (preferably ServiceNow)

Troubleshooting experience on MS O365 suite

Incident and management knowledge.

Excellent communication and interpersonal skills.

Problem analysis and solving skills.

Attention to details.

Team Player.

Planning and organizing.

Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.

Working Conditions :

This position may require occasional after-hours or weekend work to perform system maintenance or address critical issues.

Ability to lift and carry computer equipment.

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Service Desk Analyst • Pasay City, National Capital Region, PH

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