Job Description

Mid-Level Technical Support Analyst

Req number:

R8908

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.