IT Support Specialist (Manila, Philippines)

Primarily responsible for all IT Helpdesk Level 1 tickets, that these are all accepted and assigned within the service level. Ensures that all tickets are dealt with accordingly, level 2 tickets are escalated whenever necessary. Responsible for initial resolution or analysis of tickets inside the company.

Closely work with Operations and other support group for outages, maintenance, updates and other IT-related issue on equipment, tools and other IT infrastructure.

Handles special monitoring task for client-end servers, datacenter for job failures, non-working jobs/task or command outages/downtime and escalate it to the POCs/Analyst urgently.

• Global Service Desk focuses on helping and assisting all Harte Hanks employees that need assistance with IT related issues. 
• Work closely with Tools and Technology Team for operation outages. Work with Telecoms, Network Teams and Local Desktop Team for any IT infrastructure issues and inquiry.
• Work closely with Database Team for any job failures and long running jobs during monitoring hours.

Education:

• Bachelor’s Degree in ECE, Computer Science, Computer Engineering, Information Technology or any IT/Computer-related course.

Experience/Knowledge/Skills:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of organization
• Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions and decimals
• Ability to compute rate, ratio and percent and to draw and interpret bar graphs