IT Specialist Desktop Support

Company Description

Who are we?

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

What should you expect from us?

• Competitive salary package
• Rotational roster between day and/or night shift (Sunday to Monday) 
• Onsite Work Set Up
• HMO coverage with free dependent
• Life Insurance Coverage
• 2 Full time roles available

Job Description

Who are we looking for?

The Desktop Support Engineer be part of a highly technical engineering team responsible for architecting and delivering solutions. This role will be a unique blend of hands on delivery, solutions design and architecture. The IT Specialist’s role is to ensure proper computer and software operation and to assist end users when problems occur, so that end users can accomplish business tasks.

This includes receiving, prioritising, documenting and actively resolving end user requests.

There are a number of technologies that we envision being part of our future, or valuable skills that will make understanding our existing architecture easier. These include

Problem resolution may involve the use of diagnostic and tracking tools as well as a requirement for the individual to give in-person, hands-on Help desk assistance.

Job Responsibilities

• Help Desk Requests
  • Field and prioritise requests from end users in a prompt and courteous manner
  • Work to resolve them.
  • Escalate requests when required, to the appropriately skilled IT Level 2 or 3 resource.
  • Track and document the Help Desk request following the process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Perform Root Cause Analysis for Help Desk requests.
  • Apply diagnostic tools to aid in troubleshooting as and when required.
  • Perform post-resolution follow up to ensure user satisfaction and proper problem resolution.
  • Hardware and Software
    • Learn appropriate software and hardware utilised by TSA. This is inclusive of but is not limited to
      • MS Office applications
      • MS Operating environments
      • Software packages
      • Business Systems
      • PC desktop and laptop hardware
      • Mobile devices
      • Digital and VoIP telephones
      • Video conferencing systems
      • Local area network devices
      • Perform preventative maintenance of various computer equipment, printers and peripherals.
• Other duties as required.
• Assisting Systems or Database Administrators with IT requests, as and when required.
• Assisting the Facilities Manager with co-ordinating the installation and maintenance of IT related office facilities.
• Suggest improvements to processes and systems as necessary.
• Assist team members with tasks as required and outlined in the Project Scope.
• Complete assigned tasks in accordance with the approved Project Plan.
• Service Delivery
• Solutions are implemented to production meeting the Zero Business Impact Principle.
• Services delivered are within the timeframes stated in the Service Catalogue.
• High availability and Reliability are always at the forefront of our mind
• Project Delivery
• Ensure that Projects delivered are robust and meets production standards with zero business impact.
• Risk Management
• Operational risk is managed and we deliver to the agreed outcomes and timeframes.
• Financial Management
• Act like it’s your own business ensuring best value for dollar spent for TSA.
• Team
• Work to the one TSA principles being outcome focussed and collaborative.
• Treat colleagues with respect as you would like to be treated.
• Take into consideration all the factors that might affect information security.
• Ensure that the security equipment must be installed at the precise network location.
• Always be prepared to design and implement security countermeasures, when network vulnerabilities arise.
• Reporting the security analysis of findings
• Maintaining the regulatory systems about ISMS policy (Information System Management Systems)
• Recommend modifications in legal, technical and regulatory areas that affect IT security.

Qualifications

Essential

• Skilled in effective interpersonal and relationship-building skills; must possess strong customer service orientation
• Excellent customer service skills;
• Excellent presentation and communication skills;
• Experience in large scale deployments;
• Strong diagnostic and trouble shooting skills;
• Self-starter, able to work as part of a team and independently without supervision;
• The ability to manage conflicting priorities for a wide range of tasks.
• Basic network troubleshooting.
• Experience in Microsoft Operating Environments.
• Experience in Microsoft Office products; Outlook, Word Excel and PowerPoint.
• A thorough understanding of most aspects of IT Infrastructure (servers, desktops laptops, switches etc.).
• The ability to analyse and problem solve.
• The ability to prioritise work and understand the business requirements.
• Excellent presentation and communication skills.
• Enthusiastic “people person” with the ability to listen and interact with customers at all levels within the organisation.
• The ability to manage conflicting priorities for a wide range of tasks.
• Proven ability to work in both a team environment and independently.
• Exhibit a high level of individual initiative.
• At least 2+ years practical experience in the systems administration and support of a multi-site network in a similar technical support capacity;
• Experience in using administrative build tools and configuration management tools.
• Broad technical exposure across various types of environments;
• Basic fundamental knowledge of Server, storage, database, network & security;
• Experience across the entire enterprise data centre stack of Infrastructure
• Working knowledge of Microsoft Active Directory;

Desirable

• Requires basic understanding of LAN topology, routers, hubs, switches, firewalls and network protocols and services, including WAN/ MPLS, TCP/IP, DNS, WINS, DHCP, SMTP, SNMP, etc.
• Requires basic knowledge of Microsoft Windows Server software, Windows Terminal Services, Citrix Presentation Server, Microsoft Exchange/Outlook, Microsoft Active Directory, SharePoint, IIS and/or other industry standard server platform services

Qualifications

• University or industry recognised qualification in Information Technology.
• The equivalent skills and experience through study or within other organisations.

Additional Information

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Philippines Office address:

14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300