EUC First Line Support
Support Services Group, Philippines

Reporting to IT End User Computing Manager, End User Computing First Line Support is the first escalation level responsible on the basic troubleshooting operation issues following the knowledge base tools and step by step guides which includes troubleshooting methods such as verifying physical layer issues, verification of proper hardware and software set-up, etc.

Duties and Responsibilities:

• Provide first hand solutions and support to issues and concerns.
• Ensure to meet and maintain Service Level Agreements (SLA) per Help Topic.
• Gather necessary data needed prior escalating a problem.
• Monitor and respond to server notification emails, etc.
• Document support related processes and procedures (SOP)
• Perform daily shift-driven tasks assigned by Immediate Superior/s.
• Installation and administration of network equipment (routers, gateways, switches, access points, wireless controllers, printers, IP phones, etc.)
• Performs server hardware and software installation and configuration.
• Responsible for NMS monitoring and alerts management.
• Perform daily and quarterly network and system maintenance.
• Perform system log management.
• Performs system backup/restore, replication and migration.
• Create basic scripts for system automation and integration.
• Creates system specifications which is composed process flows, database schema, variable definitions.
• Perform basic to intermediate-level application testing and reports bugs and issues.
• Performs hardware maintenance as scheduled.
• Performs Incident Report Management.
• Provides weekly IT related reports of projects and issues.
• Attend regular meetings as scheduled, trainings and team building events.
• Adhere to plotted working schedule, work shift breaks, and preset OT schedules, as set by the Manager.
• Adhere to standard policy and procedure set by the department and company.
• Performs additional work related tasks/reports assigned by Immediate Superior.
  

Requirements

Education:

• Degree in IT or related discipline.
• Preferably CISCO certified or any IT related certifications

Experience:

• With at least 2+ years of experience on IT related field.
• With excellent knowledge and troubleshooting experience on network or dialer equipment.
• With strong working knowledge of Windows Operating System.
• With strong working knowledge of Windows server and Windows-based applications.
• Knowledge of patch management, firewalls, proxy, etc.
• With Linux, VPN and SQL Database administration and experience.
• With server side scripting (PHP/Perl/Bash/Python) experience.
• At least minimum of 2 years of appropriate experience supporting IT Infrastructure and service delivery, preferably with a medium size organization.
• Experience of working with 3rd party service providers.

Others:

• With strong logic and trouble-shooting skills.
• Can handle multiple priorities and can work with less supervision.
• Excellent verbal and written skills.
• With strong organizational skills.

Job Rewards and Benefits