ICT Support Officer

Together with the ICT support team, the ICT Support Officer is responsible for the continuity of the IT and Telecom infrastructure . The ICT Support Officer is giving first- and second-line ICT support by troubleshooting incidents on the IT and Telecom infrastructure (both hardware and software). Also, the ICT Support Officer participates in ICT projects. The ICT Support Officer ensure continuity and integrity of ICT operations, according to set service level agreements (‘SLAs’) and keep documentation up to date. Support the Junior ICT Support Officers. Activities: Notify telecom architecture unit of possible capacity or configuration problems. Ensure that all requested changes are completed on time if possible. Ensure that all requestors are notified of problem resolution results. Act upon feedback from operations of completed changes or other information to the ICT support group. Maintains and keep all operations documentation up-to-date if effected by changes. Support the Junior ICT Support Officers by advising them on problem solutions. Check and review (as a peer) daily output of Junior ICT Support Officers. All other ICT-related activities as advised by the immediate superior. Bachelor's Degree or equivalent academic qualification in a relevant field. Minimum of 2–3 years of experience as a First-Line ICT Support Specialist or in a similar IT support role. Experience working within an ICT department in a commercial, customer-focused, and service-oriented environment. Strong general knowledge of and passion for Information and Communication Technology (ICT). Hands-on experience and working knowledge of: IT Ticketing Systems Airline Application Support Microsoft Intune User Account Management (Active Directory, Microsoft Azure AD) IT Service Management (ITSM) processes and best practices Excellent interpersonal, communication, planning, and administrative skills. Strong customer service orientation with the ability to communicate effectively with users at all levels. Good English language, both written and spoken. Ability to prioritize multiple tasks, work under pressure, and meet agreed service level agreements (SLAs). A proactive team player with strong problem-solving and troubleshooting skills. Punctual and willing to extend work hours and on a shifting schedule (only when needed). Applicants must be willing to work in Makati City, Metro Manila (On-site work set-up).