Senior IT Support Specialist

Position Summary :

The Senior IT Support Specialist will have dual responsibilities, one, providing technical expertise to resolve escalated incidents and issues associated with the IT platform and two, directing a Support Services Team in support of 700+ employees across multiple geographic locations. This role is responsible for leading and overseeing all support service elements to include ticket management, PC imaging/deployments, PC hardware/software inventories, PC maintenance/support, mobile devices maintenance/support, and among others.

Job Details:
Monday to Friday - 8am-5pm PH time/ 9am - 6 PM PH time

Work from Home

Responsibilities:

- Troubleshoot, diagnose, and resolve technical hardware and/or software issues.

- Serve as the escalation person for other support services team members. Work closely with the team to resolve problems and provide mentoring.

- Develop and lead new user IT orientation, onboarding, and training program.

- Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction.

- Strong sense of ownership and accountability to identify tasks and see them through to completion.

- Maintains knowledge base and works with management on creating/updating standard operating procedures.

- Provide guidance and explain policies and procedures to IT support staff and end-users.

- Schedule and proactively manage regular hardware and software upgrades for employees.

- Administration of the company’s basic technology platforms (Microsoft Office 365, Teams, SharePoint, IP Phones, MDM, Remote tools, SCCM, etc.), including configuration and account creation/deletion.

- Work closely with Supervisor of Support Services on special projects.

- Collaborate with the IT and business manager(s) to brainstorm ideas and strategies to enhance excellent customer experience in the organization.

- Design and update IT products or services offering.

- Install, test and configure personal computer devices, peripheral equipment and software.

- Laptops, desktops, iOS & Android devices, Office 365, email accounts, network printers, etc.

- Responsible for maintaining technical documentation on installation of software, configuration of hardware and problem troubleshooting.

- Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.

- Identify and implement improvements to procedures and processes.

- Actively participate in change control meetings and system maintenance activities.

- Performs other duties as assigned.

- Oversee the activities of all support services members to ensure that they deliver excellent customer service and provide customer guidance.

- Mentor, train, and groom junior members in the support services team

Qualifications:

- Bachelor’s degree in computer science or other related field with 5+ years of experience in a Help Desk environment or relevant experience.

- ITIL Processes Knowledge.

- Hands on experience with incidents and requests ticketing system (Fresh Service or ServiceNow)

- Capable of leading innovation initiatives, process improvement and standardization within the IT organization.

- Deep working knowledge supporting and maintaining Microsoft Windows 10 and Windows compatible applications in an enterprise environment

- Knowledge of core technologies including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.

- Hands on experience setting up and troubleshooting mobile devices.

- Experience with Endpoint Client Security software.

- Ability to pay attention to time management, as well as possessing analytical skills.

- Ability to showcase good leadership skills to carry team members along.

- Proficient in the English languag