On-Site Support Staff
Acquire BPO Pty Ltd
Philippines
1d ago

Job Description

Monitor user and system adherence to security standards.

DUTIES AND RESPONSIBILITIES :

  • Troubleshoots minor equipment malfunction and corrects them as directed by knowledge-based tool, IT Service Desk and / or Shift Supervisor.
  • Monitor user and system adherence to security standards.
  • Evaluates and tests equipment, network / software, and system tool products and submit recommendations to the shift supervisor.
  • Operates and monitors divisional operating systems, platforms, network, servers and software and escalates and / or resolves exceptions in accordance with established procedure.
  • Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.
  • Escalates issues to higher level of support when needed.
  • Document, track and monitor problems to ensure timely resolution.
  • Sets and loads computer equipment with required items and prepares equipment for operations.
  • Gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.
  • Ensures hardware accessories are functional and usable. Troubleshooting hardware issues is the primary scope of support.
  • Provides physical support to all system users.
  • MINIMUM REQUIREMENTS

  • Good Interpersonal Skills.
  • Ability to simplify complex technical terms when assisting end-user and on hand to answer basic to complex technical questions of end-user.
  • Good Technical background and knowledge of user account administration (active directory).
  • Advanced knowledge of computer hardware.
  • Familiarity with network troubleshooting.
  • Able to react to change productively and handle other essential task as assigned.
  • Ability to read Helpdesk Knowledge based tool and comprehend directions therein in order to remedy minor computer equipment malfunctions.
  • Ability to diagnose the cause of a problem in a complex environment and provide effective and immediate resolution.
  • Knowledge of methodology to run computer system and to troubleshoot minor computer equipment malfunctions.
  • Ability to communicate problems with higher levels of support and / or Supervisor as they become known.
  • Ability to meet deadlines.
  • Ability to provide Acquire BPO customers with outstanding customer care and service at all times.
  • Ability to adapt on any additional or different functions that may be assigned from time to time.
  • Willing to work variable shifts including evening, weekends and public holidays.
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