IT Technical Support
Makati, National Capital Region, Philippines
Full Time
Experienced
• Monitors and responds to system, communications, and client problems via our Zendesk ticketing system.
• Provides maintenance and general day-to-day running of the helpdesk system – Zendesk.
• Takes ownership of multiple different IT tools/applications, providing full setup/configuration/support.
• Deals with walk-up requests and ticket/call escalations from third-party first line support.
• Inputs issues and resolutions of problems into Zendesk with adherence to best-of-class ticket fundamentals.
• Adheres to the employee onboarding/employee status changes/terminations (SAF) process and is responsible for the completion of all requirements for new hires, role changes and account terminations.
• Work with the Manager, Vessel IT Systems, and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
• Maintains local office IT equipment setup, managing spares and pro-actively refreshing hardware as required.
• Installs, configures, modifies, and tests computer hardware such as workstations, printers, and other equipment such scanners, switches, network cards; installs and test software according to established procedures.
• Setup and installation of server operating systems and associated hardware related to both shore and vessel environments.
• Performs Active Directory functions such as user network access permission, AD account administration, workstation administration, and other AD administrative functions.
• Performs Office 365/Azure administrative functions, including Teams and SharePoint setup and configuration.
• Communicates with external vendors and partners regarding maintenance and incident support by performing duties such as problem escalation, remote support calls, and troubleshooting where applicable.
• Creates and maintains technical documentation (user guides, how-to documents, local configuration information etc.).
• Participates in the second level on-call rotation, providing evening and weekend support whether in the office or remotely when required.
• Provides support for conferences including audio and visual setups.
• Provides IT Orientations and delivers IT related training for users.
• Undertakes self-study to improve technical knowledge and keep current with new and upcoming technologies.
• Leads or assists on IT projects and other duties as assigned.
• Travels to other offices or vessels as required for operational support, upgrades, implementations, and projects.
• Provides maintenance and general day-to-day running of the helpdesk system – Zendesk.
• Takes ownership of multiple different IT tools/applications, providing full setup/configuration/support.
• Deals with walk-up requests and ticket/call escalations from third-party first line support.
• Inputs issues and resolutions of problems into Zendesk with adherence to best-of-class ticket fundamentals.
• Adheres to the employee onboarding/employee status changes/terminations (SAF) process and is responsible for the completion of all requirements for new hires, role changes and account terminations.
• Work with the Manager, Vessel IT Systems, and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
• Maintains local office IT equipment setup, managing spares and pro-actively refreshing hardware as required.
• Installs, configures, modifies, and tests computer hardware such as workstations, printers, and other equipment such scanners, switches, network cards; installs and test software according to established procedures.
• Setup and installation of server operating systems and associated hardware related to both shore and vessel environments.
• Performs Active Directory functions such as user network access permission, AD account administration, workstation administration, and other AD administrative functions.
• Performs Office 365/Azure administrative functions, including Teams and SharePoint setup and configuration.
• Communicates with external vendors and partners regarding maintenance and incident support by performing duties such as problem escalation, remote support calls, and troubleshooting where applicable.
• Creates and maintains technical documentation (user guides, how-to documents, local configuration information etc.).
• Participates in the second level on-call rotation, providing evening and weekend support whether in the office or remotely when required.
• Provides support for conferences including audio and visual setups.
• Provides IT Orientations and delivers IT related training for users.
• Undertakes self-study to improve technical knowledge and keep current with new and upcoming technologies.
• Leads or assists on IT projects and other duties as assigned.
• Travels to other offices or vessels as required for operational support, upgrades, implementations, and projects.
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