Technical Support Specialist

Technical Support Specialist

Req number:

R8910

Employment type:

Full time

Worksite flexibility:

Onsite

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As a Technical Support Specialist, you will provide onsite end-user IT support and assist client's IT Service Operations team. You will support client's Manila offices, remote offices, and business units through onsite or remote assistance, depending on operational needs

Job Description

• We are seeking for a Technical Support Specialist to provide end-user IT support and assist with the day-to-day operations of the client's IT Service Operations team. This position will be full-time and onsite in Ermita, Manila .
• What You’ll Do

• •Provide first-level technical support for incidents and service requests involving hardware, software, operating systems, printing, connectivity, and productivity tools
• •Troubleshoot reported issues, resolve them where possible, and escalate unresolved matters to AMI IT personnel or third-party vendors
• •Support meeting rooms and collaboration technology, including video conferencing systems, projectors, displays, audio devices, and related equipment
• •Log, manage, track, and document incidents and service requests in Freshservice in line with AMI’s IT service management processes and service-level agreements
• •Install, configure, deploy, maintain, and troubleshoot desktop and laptop computers, operating systems, software, and peripherals
• •Perform hardware diagnostics, preventive maintenance, and device health checks; coordinate repairs and warranty claims with authorized providers
• •Prepare workstations and deploy equipment for new employees; retrieve company assets from departing employees
• •Tag IT assets and maintain inventory, asset movement, warranty, repair, and replacement records; assist with physical inventory checks and asset retirement
• •Troubleshoot LAN, Wi-Fi, printer, and endpoint issues; support workstation security, endpoint compliance, software deployment, patching, and device maintenance
• •Provision and maintain PABX extensions, including creating, modifying, transferring, and deactivating extensions
• •Install, configure, relocate, test, and troubleshoot desk phones, IP phones, and related telecommunications equipment
• •Configure and support company-issued mobile phones, business applications, email, Microsoft 365 services, security controls, and approved mobile device management solutions
• •Troubleshoot voice, mobile, internet, and telecommunications issues, coordinating with service providers when needed
• •Record troubleshooting activities and resolutions, prepare operational reports, and maintain support procedures and knowledge base documentation
• •Provide related operational support for end-user computing, service desk operations, telecommunications, asset management, collaboration technology, and workplace technology

What You’ll Need

Required:

• •At least one year of technical support experience
• •Technical competencies and relevant experience in desktop support and end-user services
• •Familiarity with FreshService, Microsoft 365, PABX, and mobile device management
• •A degree in a computer-related or IT course is preferred
• •Ability to comply with AMI’s information security policies, data privacy requirements, and applicable ISO 27001 controls
• Preferred:
• •Relevant technical certifications

Physical Demands

• •Ability to safely and successfully perform the essential job functions
• •Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• •Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.