Associate Support Analyst
Manulife
Quezon City, PH
23h ago

Job Description

  • Receive work tasks and incidents through the company’s enterprise ticketing system to install, diagnose and troubleshoot issues on any computer hardware / software.
  • Log all problems and resolutions using company’s enterprise ticketing system and update work tickets real-time. This includes adding the status, next steps and detailed resolution for closure.
  • Conducts daily inventory of assets via asset inventory system.
  • Conducts all asset preparations and tracking end to end before deployment.
  • Conducts AdHoc works like stocks inventory, exit clearance, accountability forms sorting, wall to wall management etc.
  • Respond to assigned tickets and requests of medium to high complexity escalated from the Service Desk.
  • Answer all email inquiries from the teams' group mailbox.
  • Conducts queue management for incident and request tickets.
  • Image or re-image computers from standardized base image and business unit application profile.
  • Install, support, diagnose and troubleshoot hardware and software issues for desktops, laptops, WYSE terminals and MAC.
  • Minimal to average support for VDI and Citrix platform issues.
  • Configure and deploy iOS devices.
  • Lift and carry computer components to different MBPS Areas.
  • Remote problem solving through use of remote connection and installation tools, upgrading desktop hardware RAM / Hard Drives / Video Cards etc.
  • Perform workstation movement and setups.
  • Perform printer configuration, setup and troubleshooting in computers.
  • Perform troubleshooting of LAN, WLAN and VPN connectivity issues.
  • Performs AV-VC setup, standby support and troubleshooting.
  • Perform data migrations and assist in data restorations.
  • Create and maintain support documentation for the team based from fixes found during troubleshooting issues, as well as installation guides for software and PC builds.
  • Participate and performs tasks from any projects given to the team.
  • Provide immediate and proactive assistance for any BCP activities of the company.
  • Any additional tasks given by the management.
  • Job Profile Requirements :

  • Good to strong troubleshooting knowledge on MS office applications and IBM Lotus Notes.
  • Strong troubleshooting knowledge with Windows 7, 10 and MAC.
  • Good troubleshooting knowledge with different communication devices and IT peripherals (i.e. Iphone, Ipad, Avaya, Headsets).
  • Strong troubleshooting knowledge with Laptops, Desktops, Wyse terminals, VDI and Citrix platforms.
  • Knowledge in VPN and networking troubleshooting.
  • Basic Microsoft Active Directory knowledge and usage
  • Knowledge in BitLock, Symantec Endpoint, MBAM, MS Excel and ServiceNow is a plus.
  • Knowledge in Audio Video and Conferencing solutions is a plus.
  • Exceptional ability to isolate issues to find the root cause and document it end to end.
  • Excellent time management skills.
  • Able to multi-task while maintaining service level agreements with business units.
  • Bachelor’s degree in any computer related course Excellent verbal and written English.
  • Must be able to explain instructions, and articulate solutions in a readily understandable fashion to customer.
  • Has great sense of responsibility and is able to take appropriate actions with minimal supervision.
  • Has strong self-initiative attitude, team player and has positive work ethics.
  • Exceptional attendance record
  • Candidate should not have any attendance issues or any disciplinary action (internal applicants, please indicate a summary of your attendance record for the past year).
  • Able to work on rotating / flexible schedule 24 / 5.
  • Able to render weekday / weekend overtime or be ON- CALL if business requires to.
  • Physically fit to handle heavy lifting or high demand of support for deployment, movement and setup
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