• DUTIES & RESPONSIBILITIES:

  Provides daily PC hardware and software support to the company?s employees.

  Attempts to resolve concerns on first contact by applying apropriate problem management procedures.

  Applies company IT procedures and policy updates specified by the Immediate Supervisor.

  Handles other server and network support duties (e.g. email support, computer imaging and setup, equipment mounting, wiring and cabling)

  Regularly updates and maintains hardware and software inventories and escalates shortfalls to management.

  Installs, configures and activates all hardware and software systems which includes: voice equipment, LAN ports, voice and data cabling, PCs, laptops, printers, scanners and FAX machines.

  Installs and configures basic operating systems, network settings and related utilities/software packages required for desktop PCs.

  Consults with end-users to resolve, troubleshoot, maintain, and repair of hardware & software components.

  Escalates server related issues and problems to the shift supervisor or system administrator

  Performs scheduled maintenance of systems and software.

  Escalates system-wide/network-wide problems through the proper channels.

  Information Security Management System

  Protects the organization?s assets thru upholding the principles of the Quality Information Security Management System (QISMS).

  Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions.

  Able to establish, implement and continuously improve the quality information security policies assigned to him / her.

  Able to establish structure and procedures to protect classified information.

  Able to report information security related incidents without any delay to the right authority.

   Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality.

  Able to participate during training, orientation and awareness programs pertaining to QISMS.

  General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

  COMPETENCY REQUIREMENTS:

  Able to communicate effectively with client and vendors.

  Ability to work well in a team environment

  Strong communication, interpersonal relationship and influencing skills

  Strategic planner who can improve the company?s helpdesk functions

  Coordinates with the entire helpdesk team in project implementations and policy cascades

  Demonstrate sound decision-making, good communications (both verbal and written), organizational and time management skills

  Research and understand company policies and procedures to ensure compliance of these rules and guidelines.

  Able to identify and explain in user friendly terms the use of various types of personal computer system/peripherals.

  Able to administer/use the following company standard operating systems;

• Windows 10

• Able to perform installation/configuration and troubleshooting on the following computer components and peripherals

• CPU
• Memory
• HDD
• PCI / AGP/ I/O Cards
• Video Cards
• Disk Drives
• Monitor
• Keyboard
• Mouse

• Add-on Peripherals (i.e. scanners, digital camera, etc.)

  Fundamental understanding of the following networking/server-side technologies:

• VLANs
• IP Addressing w/ Subnet Masking
• DNS
• DHCP
• MS Proxy

• Able to configure/use computers with company standard networking protocols;

• NetBEUI
• NetBIOS
• TCP/IP

• Able to operate/use company standard utilities, diagnostic software and performance monitoring tools;:
   

• Ping
• Tracert
• Ipconfig

• Familiarity with the following software applications

• Mcafee
• Microsoft Office 2013, 2016
• Windows IE / Firefox
• Adobe Acrobat
• Open Office and Windows Applications
• DOS Commands

Requirements

• Must possess at least Bachelor's/College Degree, BSIT, BSCS, MIS or similar program or substantial equivalent experience
• Experience in working in a Service Desk environment or a Technical account is desirable.
• ITIL (but not required) or an equivalent combination of education and experience
• Excellent written and oral English communication skills.
• Excellent customer handling skills.
• Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days
• Amenable to the current location of the company.

Skills

• Goal oriented attitude towards work, achieving the targets that are set to measure excellence towards success.
• Capability to adapt and comply with changes.
• Demonstrate good intrapersonal skills building good relationship with the members of the team.
• Capability to execute logical and rational decisions that is needed to address issues and situations that needs urgent attention and intervention.
• Demonstrated ability to work in a fast-pace environment.