JOB DESCRIPTION

General:

• Serve as primary contact for receiving phone calls, chat and emails from users regarding IT-related inquiries
• Manage the internal support and administration of Company equipment
• Log and track incident/service request from initial identification through resolution, document resolution and update the knowledge database
• Diagnose and resolve technical issues related to internal system
• Provide remote desktop support and adhere to all SOP for other assigned tasks
• Identify and implement appropriate hardware and software for data storage processing and analysis to meet business needs.
• Document and track issues using the organization's ticketing system
• Create, manage and update company's interna; IT policies

Asset Management

• Source a compliant supplier of IT hardware and manage the ongoing vendor relationship
• Build and configure equipment to the individual client specifications
• Deploy hardware to staff residential locations, and manage courier relationship
• Perform routine maintenance upgrades
• Run diagnostic programs to identify and isolate problems, determine solutions and implement them
• Participate in and coordinate the implementation of new IT infrastructure

IT and Security Awareness

• Deliver training and technical support to users with varying levels of IT proficiency
• Report IT security threats and incidents to the Operations Manage and General Manager.
• Ensure dissemination of knowledge about IT threats and incidents throughout the staff as appropriate
• Maintain heightened awareness of IT security threats as expected in the IT department such as Phishing emails, CEO scams, ransomware and other digital attaches; conduct IT security drills at random.

Other tasks:

• Fulfill other related duties as required periodically.
• Collaborate with other internal staff to resolve issues and improve service delivery

REQUIREMENTS:

• Bachelor's degree in Computer Science or Information Technology
• 5+ years of experience as IT Support or related role. BPO experience is a plus
• Strong knowledge of computer systems, networks, and software
• Experience in troubleshooting hardware, software and network issues
• Experience with server administration and network management
• Experience with IT hardware and software asset management
• Knowledge and proficiency  in ticketing system, Remote Desktop software, monitoring and management tools, Anti-virus and security software and Backup recovery tools.
• Excellent problem solving skills and ability to work under pressure.
• Strong English Communication skills both verbal and written.
• Ability to work independently.