IT Desktop Support Engineer

Job Description

As a GEUS IT Desktop Support Engineer in Manila, you will join a global support organization responsible for providing technical support to all end user technologies currently implemented and offered to our Enterprise. We are looking for a front-end support professional to provide timely and valuable technical assistance on IT systems across a large and diverse pool of technical services. You will answer queries on basic technical issues and offer assistance to resolve them. You will troubleshoot, configure, and deploy devices and conduct other daily support activities aimed to enhance our user community’s productivity. This position reports to the “Global End User Services – Team Lead” located in Luxembourg. The incumbent candidate may need to assist in other sites’ technical operations in any of our 12 offices located in eight different countries. In addition, this role will participate in various project planning and execution activities with the Global Support groups and other IT groups within the Information Technology division at HedgeServ.

Essential Functions

• Onsite end user technical support at our Manila, Philippines office
• Provide quality and fast resolution to service and incident requests submitted to our support center via phone, email, and ticketing system
• Consistently document all information related to service and incident requests to ensure all interactions with customers and peers are documented in our Ticketing System and other information systems
• Actively capture, create, and correct help articles for our Support Knowledge Base
• Assist in keeping IT support process documents up to date
• Open support cases with software and hardware vendors when required
• Establish and follow assigned priorities based on business and operational needs
• Establish and maintain effective working relationships by working cooperatively with others to perform preventive maintenance and repairs
• Assist user community with the installation and configuration of IT equipment such as PCs, Laptops, Apple MacBooks, printers, IP Phones, etc.
• Assist with training for new and existing users regarding existing and new technologies
• Basic troubleshooting of network and voice infrastructure
• Support iOS and Android mobile devices
• Identify and appropriately use defined escalation processes for requests that require further technical investigation or the interaction of other IT Teams
• Define and create standard operating procedures (SOP) to promote consistency across the various layers of services offered
• Conduct weekly asset management and inventory of spare parts
• Work with procurement staff to purchase hardware and software

Minimum Qualifications

• Technical degree in Information Technology
• A minimum of 3 years’ experience in supporting Windows and Mac operating environments
• Experience with Office 365 suite required
• Proficiency in dealing with a variety of computer systems/applications required
• Detail-oriented and able to manage multiple priorities
• Ability to work well in a team environment
• Excellent verbal, written and analytical skills
• Strong diagnostic, problem solving and communication skills
• Proactive self-starter, with minimal guidance or management required.
• Be self-motivated and have the ability to work on their own as well as part of a team
• Must be a good communicator

Experience

The right candidate is expected to have some experience or exposure to one or more of the following technologies:

• Windows 11 support
• Microsoft Office support
• MacOS support using Jamf or other tool
• iOS and Android
• Active Directory/Group Policies
• PowerShell scripting
• Conference room A/V support
• Office networking
• Patch management
• Software Deployment
• Manage Engine software suite
• AWS