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 language (speaking, writing and comprehending). 

• Ability to work weekends if needed. 

Supplemental Qualifications: 

• ITIL 4 Certification. 

• COMPTIA A+, or Network+, or Security+, or HDI Certification. 

• Hands on experience with System Center Configuration Manager or Microsoft Endpoint Manager. 

• Hands on experience with Mobile Device Management Platforms - Jamf, Intune, AirWatch 

• Help Desk oversight experience. 

• Project management experience.