It Specialist - Tier Iii, Philippines

Philippines, Central Luzon, Philippines
Last update 2023-12-02
Expires 2024-01-02
ID #1850219563
It Specialist - Tier Iii, Philippines
Philippines, Central Luzon, Philippines,
Modified September 20, 2023


  ABOUT TRIBUTE TECHNOLOGY:                                     At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users, whether that is a family, a funeral home, or an online publisher. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than four hundred individuals in the US, Canada, Philippines, and Ukraine.       ABOUT YOU: We are looking for an IT support specialist to perform professional level services collaborating closely with our executive team and all departments. You have a passion for support and customer service and have a high knowledge of commonly used software. Hardware, and application, with a given ability to collect information and engage in complex problems as well as willingness to work with team members asking and answering inquiries and solving tough technical problems.  You have an enthusiasm for technical problem solving, with attention to detail and persuasive communication skills. You work well across the organization and can foster strong working relationships with business, technical, and HR personnel to provide a world-class technical support service. You are hands-on and enjoy participating in the various activities from planning through execution to ensure the core employee base has the tools and technologies they need to deliver software and services to our customers. You enjoy working in a rapidly evolving environment where you will contribute very significantly to Tribute Technology’s phenomenal growth.   WHAT YOU’LL DO: Manage the day-to-day operations of IT Help Desk to ensure equipment for worldwide company staff is operating at peak efficiency. Guide the onboarding of a distributed global staff, being the frontline resource to ensure pleasant onboarding experience; this includes provisioning proper access, distributing the proper computing resources, and setting up accounts. Assist Manager and Sr. Help Desk Admin of IT/Helpdesk in operations, monitoring, and continuous improvement of services, platforms, and processes to provide best-in-class Customer Experience Assist the Manager and Sr. Help Desk Admin of IT/Helpdesk implement standards for tools, SLAs, and KPIs Configure and manage enterprise software required by the business and IT for their work tools. This includes but not limited to configuring Office 365 accounts, Managing Teams, and Slack collaboration tools, setting up SaaS access and helping with account access issues like expired passwords or accounts. Respond to access management requests with the knowledge to provision and de-provision user account access in a variety of business systems (i.e.., Salesforce, Office 365, Slack, Teams, Miro, etc.) Take responsibility for configuring, deploying, and supporting Windows and Mac based laptops. Update and document external client issues via our internal ticket system To perform analysis and determine client problems, and document these issues, creating reusable documentation for ongoing support issues. To provide solutions for network and system related issues, and to provide detailed documentation for the support knowledgebase. To perform a cause analysis and assist with resolving unknown technical issues. To assist customers by performing analysis of various issues relating to LANs, WANs, desktop computers, Internet connectivity and the installation of hardware and software To assist customers for the purpose of improving processes related to system issues. Assigns tickets to the proper 2nd and 3rd level support teams, sales, and field technicians. Provides input on processes and assists with the development of standard operating procedures to gain efficiencies.   WHAT YOU’LL NEED: A passion for support and customer service, with a given ability to collect information and engage in complex problems as well as willingness to collaborate with team members asking and answering inquiries and solving tough technical problems Enthusiasm for technical problem solving, with attention to detail and effective communication skills You will also need 4+ years of hands-on experience in a support desk capacity with a track record of solving software, hardware, and other computer system issues Understanding of IT security fundamentals Strong organization, interpersonal, and written/ verbal communication skills Passionate about technology with desire for continuous learning and development Ability to understand the importance of information management with the professional experience to understand how to manage sensitive corporate information Strong working knowledge of Jira Service desk with the ability to enhance workflows, manage tickets, and guide other IT support team members to be proficient in the Service Desk tool A strong working knowledge of Office 365 Admin Center, MS Office Suite, and MS Teams  Familiarity with networking systems and protocols In-depth knowledge of computer hardware systems, routers, and peripherals Knowledge of operating systems, office software, enterprise software, and server systems Excellent problem-solving skills paired with good interpersonal and communication skills Ability to travel when required Must be detail oriented, possess the ability to multitask, be able to organize and prioritize tasks and follow through on commitments Technical aptitude to troubleshoot and analyze hardware and software issues Adaptable to change Strong self-motivation and flexibility and willingness to accept additional responsibilities as they develop. Research, investigate and provide high quality responses to technical inquiries and maintain an ongoing authoritative knowledge of diverse technologies and able and willing to pursue new roles, assignments, and responsibilities as needed TRAVEL: Never, outside of daily commute   OFFICE EXPECTATIONS: Work is expected in office (Metro Manila, Mega Tower) Monday - Friday from 7:00am - 4:00pm CST or 9:00am - 6:00pm CST   BENEFITS: Competitive salaries Great benefits package (13th month pay, rice allowance...) An outstanding collaborative work environment Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: It specialist - tier iii

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