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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