Job Description

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary

Assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to Majorel client end users and Majorel staff. The employee in this position also assists in the maintenance and testing of network hardware, servers and associated equipment. The position’s responsibilities require independent analyses, communication and problem solving. There is little supervision and requires initiative and judgment.

Overall Responsibilities:

• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
• Virtual desktop troubleshooting for remote staff.
• Perform laptop, desktop, printer and hardware setup and configurations
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Works with Help Desk and Operations staff as a level 2 resource to determine and resolve problems received from clients.
• Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems to ensure longevity.
• Works with procurement staff to purchase hardware and software.
• Assesses functional needs to determine specifications for purchases.
• Orders computer supplies.
• Assists in maintaining LAN/WAN and telecom systems.

Job Requirements:

Formal Education/Certifications

• Undergraduate degree in a relevant field or CompTIA A+ Certification
• Preferred – Microsoft Certified Desktop Technician certification
• Desired - ITIL Foundations v3 certification

Knowledge & Experience

• 1-3 years’ experience in desktop support
• Extensive experience supporting end users in a geographically-disperse, Microsoft-centric client-server environment
• Detailed knowledge of support-oriented tools and technologies, including incident/ticket management systems, remote support tools, and software deployment/distribution systems
• Solid working knowledge of current IT technologies across a wide variety of areas.

Basic understanding of infrastructure technology including networking, desktop operating systems, network printers, and VoIP phones (Avaya preferred)

Knowledge and skills of Microsoft Windows 2010, Wi-Fi troubleshooting, Office 365 Suite, and basic networking

Desired – Knowledge of Citrix

Skills & Competencies

The table below provides an overview of the skills and competencies as well as how the competency rank aligns with each level.

The competency rankings below stipulate the minimum level of skill required for entry into each position. Expectations are that the individual will develop their skills while working in each position level.

0 – Entry/Limited 1 – Competent 2 – Advanced/Coach 3 – Expert/Mentor

Functional Competencies TE I TE II TE III

Minimum years of experience 0 4 6

Knowledge of applications and operating software and personal computer hardware 1 2 3

Working knowledge of LAN/WAN and internet 1 2 3

Customer service orientation 1 2 3

Ability to communicate effectively both verbally and in writing 1 2 3

Communication and interpersonal skills 1 2 3

Requirements gathering techniques 0 1 2

Quality assurance techniques 1 2 3

Systems analysis techniques 1 2 3

Skill in use of hand and diagnostic tools 1 2 3

User management coaching and mentoring 0 1 2

Business decision analysis support 1 2 3

Strategic planning 0 1 2

Information technology trends 1 2 3

Knowledge management concepts and techniques 1 2 3

Testing products and concepts 1 2 3

PC Troubleshooting 1 2 3

Windows Server concepts and troubleshooting 1 2 3

Familiarity with TCP/IP, DNS, DHCP, Active Directory, MS Exchange, Cisco VPN, and FTP 1 2 3

Knowledge of Service Desk problem management database systems and ability to document problem/solutions 1 2 3

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.