IT Support Specialist -Day Shift and Onsite in Manila

Key Roles and Responsibilities

A typical day will include covering responsibilities such as :

Handling Incidents, Service Request and Identifying Trends

• Take ownership of incidents and service requests ensuring successful completion within the SLA (Service Level Agreement)
• Maintain and develop knowledge and skills to facilitate this process
• Proactively Identify repeat issues or service risks and aid in prevention improving our customer service, internal processes and operations

Managing Vendors & Finances

• Obtain quotations, manage the purchasing and invoicing for IT equipment and licenses obtaining the best value for the organisation
• Manage IT assets through their lifecycle from purchase to disposal

Teamwork & Sharing Knowledge

• Share knowledge aiding team colleagues and our customers
• Create knowledge articles for the self-service portal
• Supporting IT Infrastructure and systems

Relationship:

• INTERNAL: Daily interaction with all levels of organisation including remote workers, global office workers and ship-based personnel.
• EXTERNAL: Vendors - Suppliers of IT equipment and services

Job Experience, Functional Knowledge and Qualifications

ESSENTIAL

• Good working knowledge of Desktop/Laptop and Operating System (Windows/ Mac OS) support
• Excellent communication skills in both written and spoken English
• Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and Sharepoint
• Strong customer focus - identifies needs and finds solutions to meet them
• Hands-on experience of dealing with Meraki/Cisco or other next-gen firewalls
• Experience with IT asset management and automation tools such as Desktop Central
• Audio-Video/Video Conferencing support

DESIRABLE

• Industry certification in: Microsoft MCSE, Microsoft 365, AWS (Amazon Web Services), Security, or ITIL
• Project Management – running small-scale projects from inception to completion using good project management practices

Competencies

• Analysis and Problem Solving: Uses critical thinking to address problems. Able to perform root cause analysis on complex problems to identify underlying trends and put forward well-thought out solutions to address the causes
• Listening and Communicating: Listens and responds to the audience using active listening skills. Ask questions for clarification. Can speak and write clearly when interacting with onshore and offshore colleagues.
• Collaboration, Inclusion and Teamwork: A good team player that is personable, friendly, polite and takes the time to know people. Collaborates with onshore and offshore colleagues well.
• Customer focus: Understands the needs of the customer clarifying requirements and expectations. Adapts as necessary to changing requirements and is responsive, helpful with all requests. Sets high quality for service delivery.
• Planning and Organizing: Uses the supplied tools effectively, staying on top of routine tasks and planning for busy periods. Promptly Updates people when plans change.
• Initiative: Understand why things are the way they are. Set high standards for work. Take initiative to make simple improvements to processes within their own area.
• Accountability: Responsible for delivery own work without unnecessary supervision. Always demonstrates integrity and ethical behaviour being a role model for others. Invites constructive feedback adjusting actions accordingly. Thinks through mistakes made and finds ways to prevent reoccurrence.