OVERVIEW

Main Objectives and Duties:

1.
Maximum access/availability for all desktops.

- Maintains daily monitoring and preventive maintenance to maintain desktop performance.

- Performs daily inventory for all IT Equipment.

- Submits real time report to Supervisor for all busted/damaged equipment.

2.
All Software/ tools needed by all department are installed and updated.

- Informs Technical Support Supervisor before installing any software.

- Follows work instructions on installing software, drivers, tools.

- Updates Software inventory file.

3.
All legitimate internal Customer requests are catered on a timely manner.

- Monitors and updates Helpdesk Request in real time and provides proactive approach on catering client requests.

- Escalates advance desktop issues to next level if needed.

4.
All security policies and procedures are being applied to all Desktop equipment.

- Performs weekly evaluation/inventory on desktop equipment.

- Follows work instructions on applying security policies and procedures.

5.
Maximum access to network connectivity for all Desktop equipment.

- Coordinates in a timely manner to Technical Support Supervisor and NOC Team for any network abnormalities.

- Ensures all equipment are physically, properly connected and configured.

6.
Monitoring of all downtime issues and report immediately to all appropriate personnel.

- Monitors Skype Official Chat Groups for any issues.

- Monitors emails for any issues.

- Follows IT escalation procedures.

7.




Provision of training/coaching to Technical Support II.

- Provides coaching/training to Technical Support II when needed.

- Next level of escalation for Level 2 tech support.

- Assist clients on high/moderate level IT Concerns.

QUALIFICATIONS

- Tech/It degree.

- At least 1 year of experience.

- Documentation and Reports: Knowledge of appropriate data/information to be collected, reported, and monitored. Ability to extract, compile, assimilate, organize, and store in printed and electronic form such data/information required for reporting and monitoring purposes.

- Problem Solving: Ability to identify problems, determine possible solutions, and actively work to resolve the issues using various problem solving tools and techniques.

- Analytical & Logical Thinking: Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources, and identify alternative actions. Ability to approach a problem or situation using a logical, systematic, methodical or sequential approach. Information Technology

- Ability to understand and apply the IT processes and tools (hardware and software systems) used to develop systems supporting the effective flow and use of information as a strategic company resource.

- Communication: Knowledge and skill to transmit and receive information to/from individuals or groups through various channels and media, in a clear way, to understand and be understood.

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📌 SPECIALIST II, END USER COMPUTING (Nezahualcóyotl)
🏢 Qualfon Philippines
📍 Nezahualcóyotl