IT Support Technician

Looking to take your career to the next level? Then this role is for you! Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together! Job Requirements: At least 2-3 years experience working on a service desk (MSP or non-MSP) in a Tier 1/Level 2 capacity managing incidents and service requests through a ticketing system. Proven ability to troubleshoot and resolve advanced technical issues independently and efficiently. Familiarity with ITSM ticketing systems and adherence to ITIL4 standards and processes. Strong analytical skills for problem diagnosis and root cause analysis. Excellent written and verbal communication skills for technical and non-technical audiences. High attention to detail and proactive follow-up on outstanding items. A strong commitment to high-level customer service and compliance with Service Management processes. Solid technical knowledge of: Windows 10/11, macOS, laptops, desktops, and networking/Wi-Fi systems. Active Directory, Azure Cloud, and AWS SysOps. Mobile device management tools and practices. Backup and recovery systems, specifically Veeam. Experience with security tools such as SentinelOne and vulnerability management practices. Core responsibilities: Handle support requests, respond to team members and Kogan.coms associated partners and vendors, and resolve calls and queries via the ticketing system. Examples of inquiries include: User account and access management. O365 and Google Workspace incident response and request fulfilment. Security incident response and vulnerability management. Azure and Active Directory administration. Networking and WAN/LAN troubleshooting, including firewall and VPN configurations. Remote access management and VPN setup. Laptop/Desktop troubleshooting, including hardware diagnostics and repairs. Mobile device management configuration, policy application, and device deployment. User login issues, including MFA troubleshooting and account lockouts. End-user service and peripheral troubleshooting, such as advanced printer configurations. Follow Knowledge Articles to resolve incidents/requests and contribute to process improvement. Generate and analyse system reports to identify trends, potential issues, and areas for improvement. Provide regular reports to management on system performance, health, and compliance. Conduct monthly reporting on systems, network, and security metrics as directed by the IT Systems Lead. Perform regular vulnerability assessments on IT systems and develop and implement mitigation strategies to address identified vulnerabilities. Manage Veeam backup and recovery operations, including monitoring backup health and resolving failures. Monitor IT alerts, ensuring timely resolution or escalation as needed. Participate in IT projects, including system upgrades, migrations, and deployments. Collaborate with stakeholders to deliver project outcomes effectively and on time. Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities. Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!