Mid-Level Technical Support Analyst
Req number:
R8907
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
We are looking for a motivated Mid-Level Technical Support Analyst ready to take us to the next level! If you have experience in providing end-user support services and assist in the day-to-day operations of the IT Service Operations team, and are looking for your next career move, apply now.
Job Description
We are seeking an experienced Mid-Level Technical Support Analyst to provide end-user support services and assist in the day-to-day operations of the IT Service Operations team. This position will be full-time and onsite in Ermita, Manila.
What You'll Do
- Service Desk and End-User Support
- Provide first-level technical support for incidents and service requests
- Assist users with hardware, software, operating system, printing, connectivity, and productivity tool issues
- Perform initial troubleshooting and resolution of reported incidents
- Escalate unresolved issues to designated internal IT personnel or third-party vendors as appropriate
- Provide technical support for meeting room and collaboration technologies, including conference room equipment, video conferencing systems, projectors, displays, audio devices, and related peripherals
- Utilize AMI's Freshservice ITSM platform for ticket logging, incident management, service request processing, work tracking, escalation management, knowledge base updates, and service reporting
- Ensure all support activities are properly documented and updated within Freshservice in accordance with AMI's IT Service Management processes and service level agreements (SLAs)
- Desktop and Laptop Support
- Install, configure, deploy, and support desktop and laptop computer
- Install and configure approved operating systems and standard software packages
- Perform hardware diagnostics and troubleshooting
- Coordinate repair activities and warranty claims with authorized service providers
- Perform preventive maintenance and health checks of desktops, laptops, peripherals, and related end-user computing devices
- Support the deployment and replacement of end-user computing devices
- User Onboarding and Offboardin
- Prepare and configure workstations for newly hired employees
- Deploy IT equipment and peripherals
- Retrieve company-issued IT assets from separated employees
- Ensure adherence to established asset issuance and accountability procedures
- Asset Management
- Perform asset tagging of IT devices
- Maintain inventory records and asset movement documentation
- Conduct periodic physical inventory verification
- Track warranty information, repairs, and replacements
- Assist in asset retirement and disposal activities
- Infrastructure and Endpoint Support
- Perform first-level troubleshooting of LAN, Wi-Fi, printer, and endpoint-related issues
- Support workstation security and endpoint compliance initiatives
- Assist in software deployment, patch management, and endpoint maintenance activities
- Escalate infrastructure-related issues to designated AMI technical teams
- Telecommunications Support
- Provisioning, assignment, and maintenance of PABX local extensions, including creation, modification, transfer, and deactivation of telephone extensions
- Installation, setup, relocation, testing, and troubleshooting of desk phones, IP phones, and associated telecommunications equipment
- Configuration, deployment, and replacement of company-issued mobile phones and communication devices
- Installation and configuration of required business applications, email, Microsoft 365 services, security controls, and approved mobile device management solutions on corporate mobile devices
- Initial troubleshooting and incident resolution for voice, mobile, internet, and telecommunications-related issues, including coordination and escalation with service providers when necessary
- Documentation and Reporting
- Maintain accurate service desk ticket updates and documentation
- Record troubleshooting activities and resolutions
- Prepare periodic operational reports and service summaries
- Maintain and update support procedures and knowledge base documentation
- Other Support Services
- Provide reasonable assistance and support for other IT-related operational activities not specifically identified in this Scope of Services, provided such activities are related to end-user computing, service desk operations, telecommunications support, asset management, collaboration technologies, workplace technology services, and other IT functions
- Service Provider Requirements
- Assign dedicated onsite resources throughout the contract period
- Maintain an adequate reliever or backfill arrangement during leaves, resignation, or attrition
- Comply with AMI's Information Security Policies, data privacy requirements, and applicable ISO 27001 controls
- Provide regular service review meetings and performance reports.
What You'll Need
Required:
- At least 1 year of technical support experience required
- Freshservice (used for incident, service request, project management, inventory, and reporting/analytics)
- M365, PABX, and MDM
- Ensure that assigned personnel possess appropriate technical competencies and relevant experience in desktop support and end-user services
Preferred:
- Relevant certifications are an advantage
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.
