ICT Specialist / IT Support

Job Title: ICT Specialist / IT Support

Purpose and Scope: This position is responsible for providing client-centered service in application, hardware, and general ICT support.

Responsibilities:
– Answering help desk telephone calls and e-mail inquiries to ensure needs are met.
– Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
– Assists in resolving technical problems by providing guidance regarding application and hardware issues.
– Resolves and/or refers more complex problems through a defined escalation process.
– Develop and provide colleagues with online training in the use of systems and application programs.
– Follows up with colleagues to ensure that their inquiries are resolved within the agreed upon time frame.
– Logs and tracks inquiries using a ticketing system and maintains history records and related problem documentation.
– Interfaces with remote team members, management, and customers in reference to customer service issues.
– Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions. Whenever this is not possible, the ICT specialist sets the right expectations and informs the user about any delay in resolution of the problem as soon as this delay occurs.
– Communicate with our partner network when working on projects or issues

Your Profile:
– ITIL foundation certificate or willing to obtain by self-study.
– Getting satisfaction from helping people is what makes your days.
– Knowledge and understanding of Microsoft Office 365, Azure, Microsoft Windows 10 & 11 required for user support.
– Basic knowledge and understanding of desktop hard and software, mobile phones, and printers.
– Basic knowledge of network concepts such as WAN, LAN, VPN etc.
– Experience working with and skilled in the use of service desk software.
– Business and analytical problem-solving skills
– Two or more years of customer service or other telephone experience.
– Fluent in the English Language, both verbally and in writing.
– Able to communicate well with colleagues with limited ICT knowledge.
– Able to work remotely, without direct supervision but as a team player.
– Disciplined
– Willing to invest in knowledge required to fulfil your tasks an ICT Specialist.

Working hours set up:
– Region: Central European Time
– 11:00 AM to 7:00 PM, Philippine Time
– Monday to Friday, fixed weekends off