IT Support - PH

• Respond to customer queries in a timely and accurate way via phone email or chat.
  
• Identify customer needs and help customers use specific features.
  
• General daytoday IT Support for Customers (Windows Devices).
  
• Analyse and report product malfunctions (for example by testing different scenarios or impersonating users)
  
• Share feature requests and effective workarounds with team members.
  
• Inform customers about new features and functionalities.
  
• Follow up with customers to ensure their technical issues are resolved.
  
• Troubleshoot and resolve issues related to software hardware networks and peripherals.
  
• Log and track incidents and service requests in our IT Service Management tool.
  
• Collaborate with other IT staff and thirdparty service providers to resolve complex issues.
  
• Update and maintain IT documentation and procedures.
  
• Conduct regular IT systems checks and maintenance activities.
  
• Participate in IT projects as required.
  
• Assist in the development and delivery of IT training to staff and clients.
  
• Keep uptodate with the latest technologies and IT best practices.
  

Requirements

• Minimum of 2 years relevant experience in providing first or secondline IT support.
  
• Bachelor s/College Degree specializing in Information Technology Computer Science or relevant field
  
• Strong knowledge of Microsoft Windows environments Active Directory and Office 365.
  
• Strong understanding of supporting Office 365 users.
  
• Knowledge and understanding of setting up new users.
  
• Knowledge and understanding of offboarding users.
  
• Understanding of how people use Office 365 so easier to support (i.e. must know how to use Outlook etc.)
  
• Experience with networking principles and troubleshooting (TCP/IP DNS DHCP VPNs). Basic understanding of IP addresses and networking principles.
  
• Good standard of written English when updating tickets and emailing customers.
  
• Ability to communicate and explain required actions that the customer needs to follow.
  
• Excellent problemsolving and analytical skills and excellent customer service ability.
  
• Strong communication and interpersonal skills with the ability to explain technical concepts to nontechnical users.
  

• Relevant IT certifications (e.g. CompTIA A Microsoft Certified Professional).
  
• Azure knowledge and skills
  
• Active directory understanding (permissions user account creation troubleshooting)
  
• Working knowledge of firewalls and advanced networking
  
• Troubleshooting Windows server issues