- Communicates and resolves technical issues for users' desktops, laptops, mobile devices, and others- Identifies hardware issues remotely, coordinates field visits for physical checking and repairs/replacement-Deployment, management and troubleshooting of phones using cloud VoIP systems- Well versed with Active Directory, O365, Azure- Monitors and addresses workstation and server alerts, provides recommendations on procurement based on clients' needs- Ticket tracking and time tracking in ConnectWise Manage- Utilizing the N-able suite for RMM and backup/recovery solutions- Experience with security systems covering EDR, Penetration Testing, IAM, Zero-Trust, PIIs, and cloud threat detection response- Knowledge in configuring WANs, LANs, WLANs, routers and switches within clients' network- Setup and management of cloud email signatures- Local and network printer setup and troubleshooting- Experience in supporting Windows, Mac, iOS and Android devices- Knowledge with virtual systems, with basic to intermediate experience in setup and troubleshooting

Level 2 IT Helpdesk Supervisor- Handles training of new Level 2 IT Helpdesk representatives in PH offices- Monitoring and generation of status reports for Level 2 IT Helpdesk in PH offices- Asset Inventory, Management, Procurement and Planning- Resolving IT-related tickets submitted by employees, escalation to responsible departments when needed- Coaching and mentoring team members to increase productivity, effectivity and establishing a result-oriented work environment- Drafting and implementing policies, guidelines and procedures to streamline workflow of department- Providing weekly meetings to team members to keep track of updates and train them appropriately- Participates in business meetings to pinpoint areas of opportunities within the department and provide suggestions