Job Description

This is the perfect career move for someone who is looking for career growth and opportunity to participate in the transformation of a successful company. You will be inclined into working with various projects and supporting operations in a global scale. 

Company Profile:

Our client is a UK-headquartered company that specialises in Corporate, Energy, Security and Marine travel. With wholly owned regional hubs in North America, Latin America, UK & Europe, Middle East, Africa and Asia Pacific. They are experts in helping clients navigate challenging business travel since 1992.

They have a solid track record in the market and are looking to expand their growing team of 60 in the Philippines. They are currently seeking for an autonomous and highly technical support team to work side-by-side with their foreign counterparts. The support team is a new team being built in Manila.

Overall purpose and responsibilities of the role:

You will provide technical and operational first-line, IT support to the business to ensure continuous operational effectiveness. You may also provide second-line support for specific IT products, systems, and third-party applications as relevant.

Duties/Responsibilities:

• Use internal call logging infrastructure to resolve all allocated support queries within agreed service level agreements.
• When required, provide after-hours first-line technical support to all staff members.
• Fully investigate all support calls before escalating to second or third-line support, as directed in accordance to the escalation matrix.
• Assist with all technical queries and provide guidance to users as relevant, either in person or remotely.
• Support all internal and external approved products for the Company and its clients.
• Ensure all work done is captured in the logging/ticketing system, closing calls as needed.
• Ensure that Company staff members are treated as valued customers at all times.
•  Monitor and report any system alerts to line management. Meet with the team weekly to discuss problems and progress reports.
•  Assist with the testing of new applications and technology solution releases.
• Assist internal staff with training on how to make use of internal products and systems to facilitate efficiency.
•  Assist Learning and Development team with induction training on systems and products when needed.
• Ensure the development knowledge management system is always updated with required solutions and documentation.
• Maintain computer-related equipment registers.
• Ensure that all naming conventions are maintained.
• Ensure strict compliance with internal processes and policies, including adherence with the Authority Matrix and MAPs guidelines.
•  Attend all required meetings. Assist with any ad hoc tasks and projects given by the Technology management team.
• Attend all assigned training, even if scheduled outside of normal working hours.

Skills/Qualifications:

• Bachelor’s or Associate’s Degree in Computer Science, Information Technology, or a similar field
• Proven experience in a first line support role for 3 years
• Microsoft office suite, especially MS365, JIRA
• Analytical approach – problem identification and resolution
• Interpersonal skills – dealing with upset users and finding a solution
• Computer skills and savvy
• Conflict management
• Planning and problem solving skills
• Effective Time management
• Excellent English communication skills, both written and verbal to effectively   communicate with foreign counterparts
• Proactive and positive mindset and attitude towards work

Advantageous skills or nice-to-haves:

●    Citrix
●    Linux 
●    AVAYA
●    Relevant IT systems or support certifications
●    Networking 
●    Systems Administration

Job Type: Permanent
Emp Type: Full-time
Location: Hybrid work (2-3 days office based in Makati City)
Industry: Travel 
Expertise: Systems Administration, Technical Support