Technical Support Analyst (ZEN0006)

Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses Worldwide!

Are you ready to be part of a professional community that's powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further - hammerjack has the perfect opportunity for you!

Role: Level 1/2 Helpdesk Support
Location: Makati | Hybrid (1-2 days onsite a week)

About Us:
At hammerjack, we're not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale.

Our Impact:
Over the years, we've built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people-first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time.
JOB OVERVIEW
The Technical Support Analyst role is encapsulated within the digital team and reports to the Senior Support Engineer. The role requires strong skills in PC configuration, software installation, troubleshooting and general IT systems administration and maintenance.
You will operate in a technical support role within a small digital team that provide software development solutions to both internal staff and external customers.
Operating in a predominantly Microsoft software solutions on top of Office 365, Microsoft Dynamics Online and Azure cloud hosting, your primary role will be to provide desktop support to 100 users (face-to-face, remotely and via phone). You will be required to assist, troubleshoot and help users to resolve any desktop PC, connectivity and software related issues.
The role also includes functions of an IT systems administrator, including, user account creation, password resets, backup/restore, system health monitoring, general network troubleshooting, etc.
DUTIES AND RESPONSIBILITIES
Task Delivery
Concern for quality & detail

• Ability to approach and accomplish tasks within set timeframes, with a sense of urgency whilst maintaining a focus on detail. It involves an underlying drive to reduce inconsistencies, risks and errors in the surrounding work environment through monitoring, checking and compliance with standards and procedure

Planning & adapting work

• The ability to create and/or follow a structured approach and plan a course of action to deliver set tasks and duties. It also includes having the flexibility to change the approach when required. This involves identifying and organising available and appropriate resources to achieve set results, taking responsibility and delivering consistently and on time

Interpersonal

• Teamwork
  
• Displaying actions, values and communications that focus on the team. It is maintaining the balance of the needs of the individual, team and organisation. It includes sharing knowledge and celebrating achievements

Customer orientation

• Thinking about and consciously acting towards keeping others happy (whether internal or external). This includes establishing effective relationships to strengthen the ability to understand the other person and what their needs are

Personal

• Proactive development
  
• A commitment to continual learning, maintaining and enhancing professional knowledge and skills, so the contribution within the role is effective to the organisation

High work standards

• Continually striving for high standards in all activities and setting high goals for performance. It includes being dissatisfied with average performance and imposes standards of excellence on self rather than having standards imposed by other

Analytical

• Problem solving
  

• Ability to gather and synthesize both qualitative and quantitative information, probe to get to the underlying root causes, identify the pros and cons, see the implications of actions and recommend valid solutions

Learning agility

• Ability to absorb and understand concepts, recall and apply to the role. It is the ability to reason with multiple sources of information, identify patterns and trends in order to become more effective in a role. It includes being self-aware and being committed to continuous learning and self-improvement
  

QUALIFICATIONS

• Computer hardware and software setup experience
• Proficient use of MS Office applications
• Exposure to Office 365, SharePoint Online, One Drive, Teams, etc
• Backup/storage knowledge
• Understands concepts of internet and cloud based technologies
• Anti-Virus configuration, virus/malware removal
• Desire for scripting/coding/automation, have an aptitude for learning and will be an enthusiastic member of the wider digital team
• Demonstrated willingness to get involved and have a go with a broader range of activities and deliverables, such as system testing, cloud configuration, deployments and system monitoring / analytics of the software developed in house
  
• Basic networking and troubleshooting
  
• Ability to work autonomously and as part of a team
  
• Commitment to finding solutions and best practice
  

What's in It for You:

• Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance!
• Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
• Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
• Dynamic Open Spaces: Conducive for productivity and creativity.
• State-of-the-Art Security: Ensuring your safety and peace of mind.
• Game Rooms: Take a break and unwind with our recreational facilities.
• Competitive Compensation: Your talents deserve to be rewarded! We help you negotiate with our clients.
• Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
• A Supportive Community: Join a diverse and inclusive team that's dedicated to your success.
• Global Impact: Be part of something bigger and make a difference on a global scale.

Ready to Make a Difference?

If you're ready to join a dynamic team and be part of something truly special, we want to hear from you! Apply directly on this job ad, and let's forge a brighter future together!

hammerjack is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.