Req number:

Employment type:

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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

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.