IT Helpdesk Technician
TSA GroupCompany Description
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?
- Onsite Work Setup
- Rotating schedule
- 1 Full time role available
Job Description
The IT Helpdesk Technician 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.
- 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 1 or 2 resource.
- Desk request following the process, including all successful and unsuccessful decisions made and actions taken, through to final resolution..
- Perform post-resolution follow up to ensure user satisfaction and proper problem resolution.
- 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 - 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.
- Complete assigned tasks in accordance with the approved Project Plan.
- 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
- Ensure that Projects delivered are robust and meets production standards with zero business impact.
- Operational risk is managed and we deliver to the agreed outcomes and timeframes.
- 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.
- Maintaining the regulatory systems about ISMS policy (Information System
Management Systems) - Recommend modifications in legal, technical and regulatory areas that affect IT security.
Qualifications
Qualifications and Skillset
- Technical Support Experience – 3 Years
- Experience with Hardware (OS)
- Remote Access via VPN (PPM)
- Network Skills – VPN, WIFI and LAN support experience
- Experience with ticketing system
- Knowledge and/or experience with ITIL framework
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