EUIT Support Analyst

Salary Range: PHP 53,538.46/month
Annual Salary Type: 13 months
Employment Type: Full-Time, Permanent

XP Power is a global leader in providing essential power solutions to the Healthcare, Technology and Industrial markets. We are a fast-growing business, based in numerous locations across North America, Asia and Europe, and are listed as a FTSE 250 company on the London Stock Exchange. We are extremely proud and committed to our culture that values Customer Focus, Flexibility, Knowledge, Speed, and Integrity. We are looking for self-motivated professionals who thrive in dynamic environments. Joining our team means you will work in a high performing global company where employees collaborate and strive to make XP Power the first-choice power solutions provider delivering the ultimate experience for our customers and our people. 

The IT Support Analyst will be responsible for providing remote IT support to the XP Europe (EU) business. Their duties will include a wide range of tasks such as hardware and software configuration, fault finding, and repair, as well as undertaking individual projects to meet the specific needs of the business. Additionally, this position will assist with level I support tickets for EU during Central European (CET) business hours and collaborate with the entire EUIT team to ensure timely resolution of lower-level tickets, with a focus on the European Offices, though some overlap with the respective US and AP IT roles will be expected.
 

KEY RESPONSIBILITIES

• Manage the day-to-day basic operations of the XP EUIT systems and networks.
• Ensure compliance of all global XP Power systems with the Global Cyber Security Policies and Disaster Recovery plans. 
• Daily troubleshooting and maintenance of all company computers and other related IT equipment.
• Address level 1 on the IT Ticket System, via remote support during normal SGT business hours.
• Daily measure and continuously improve help desk capabilities to better end-user experience.
• Configuration of all Company MIS Equipment and installation of software according to work instructions.
• Maintain the Asset Database and perform audits as required. 
• Record IT-related purchases in the log for budget tracking.
• Help local Systems Analysts with level I issues, as well as updating paperwork & documentation.
• Manage 3rd party helpdesk tickets, FAQ & Solutions.
• Assist maintenance of metrics on tickets, incidents, Help Desk statistics, and Address level 1 past due IT Tickets.
• Act as a technical escalation point and team leader for the Help Desk, coordinate the diagnosis and resolution of complex support issues
• Other IT duties may be assigned as seen fit.
   

• One to three years of relevant hardware and software experience is required
• Demonstrated strong help desk experience
• Ability to problem-solve technical issues
• Effective communicator at all levels of the business 
• Demonstrate a sense of urgency and effective at prioritizing a varied workload encompassing all levels of our IT infrastructure 
• Be diligent with a minimal amount of supervision 
• Ability to prioritize workload to ensure issues are resolved in an efficient manner
• Work well with others on larger projects involving other areas of the business 
• Great communication & customer service skills
• Must be amenable to: future RTO/Hybrid and/or report onsite in Ortigas Center, Pasig City as required

XP Power provides a safe and healthy working environment that is stimulating and collaborative, where employees are empowered to make a real difference. We place our people at the heart of everything we do. We understand that if we provide our people with the ultimate experience, they will provide the ultimate experience to our customers.