Mid-Level Technical Support Analyst

Req number:

Employment type:

Worksite flexibility:

CAI is a global services firm with over 9000 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 rightwhatever 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

Job Description

We are seeking an experiencedMid-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 befull-timeandonsite in Ermita Manila.

What Youll 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 AMIs 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 AMIs 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 AMIs Information Security Policies data privacy requirements and applicable ISO 27001 controls
• Provide regular service review meetings and performance reports.

What Youll 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 or (888).