Location:
Balibago, Angeles Pampanga.
Job Overview:
The role is tasked with providing front-line technical support, diagnostics and resolution to all UAS sites.
The IT Support Engineer will use specialized skills and knowledge to implement technical solutions and
provide high quality support for computer hardware, operating systems, enterprise and client
application software. This includes ownership of all received IT concerns and issues, provides timely
updates and sets the appropriate escalation priority. The role is expected to deliver general IT support,
work within the IT service management system to ensure all tickets are responded to and updated, and
other duties required or assigned by the Immediate Superior.
Key Responsibilities:
• Provide tier 1 technical support via onsite, remote support and phone support
• Proactively responds, resolves and closes IT-related tickets, inquiries, requests and concerns
through the internal ticketing system
• Manages team workload properly to make sure all client requests and issues are tracked and
handled within the SLA
• Perform troubleshooting and technical resolution regarding hardware and software issues
• Creates IT knowledge base, this also includes updating and managing system documentations
• Performs level 1 technical investigation with root cause analysis of the issue reported and
provides solutions
• Performs regular maintenance of deskside equipment based on the Preventive Maintenance
Procedure
• Performs and prioritizes tasks, activities and projects given by the immediate superior and/or
department head based on the business needs
Qualifications:
• Graduate of IT, Computer Engineering, ECE or any IT-related course
• At least 1-2 years of work experience as IT support
• Knowledge of ITIL principles
• Very good technical troubleshooting skills
• Solid critical thinking and problem solving skills
• Excellent verbal and written communication skills
• Very organized and able to multitask
• Ability to adapt to a fast-paced support environment with shifting priorities
• Availability to work on shifting schedule; 24/7 support, on-site/remote support as needed by the
operations
• Preferably with BPO experience