Technical Support Specialist

Req number:

Employment type:

Worksite flexibility:

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 for a Technical Support Specialist to provide end-user IT support and assist with the day-to-day operations of the client's IT Service Operations team. This position will be full-time and onsite in Ermita, Manila.
What You’ll Do

• Provide first-level technical support for incidents and service requests involving hardware, software, operating systems, printing, connectivity, and productivity tools
• Troubleshoot reported issues, resolve them where possible, and escalate unresolved matters to AMI IT personnel or third-party vendors
• Support meeting rooms and collaboration technology, including video conferencing systems, projectors, displays, audio devices, and related equipment
• Log, manage, track, and document incidents and service requests in Freshservice in line with AMI’s IT service management processes and service-level agreements
• Install, configure, deploy, maintain, and troubleshoot desktop and laptop computers, operating systems, software, and peripherals
• Perform hardware diagnostics, preventive maintenance, and device health checks; coordinate repairs and warranty claims with authorized providers
• Prepare workstations and deploy equipment for new employees; retrieve company assets from departing employees
• Tag IT assets and maintain inventory, asset movement, warranty, repair, and replacement records; assist with physical inventory checks and asset retirement
• Troubleshoot LAN, Wi-Fi, printer, and endpoint issues; support workstation security, endpoint compliance, software deployment, patching, and device maintenance
• Provision and maintain PABX extensions, including creating, modifying, transferring, and deactivating extensions
• Install, configure, relocate, test, and troubleshoot desk phones, IP phones, and related telecommunications equipment
• Configure and support company-issued mobile phones, business applications, email, Microsoft 365 services, security controls, and approved mobile device management solutions
• Troubleshoot voice, mobile, internet, and telecommunications issues, coordinating with service providers when needed
• Record troubleshooting activities and resolutions, prepare operational reports, and maintain support procedures and knowledge base documentation
• Provide related operational support for end-user computing, service desk operations, telecommunications, asset management, collaboration technology, and workplace technology

What You’ll Need

Required:

• At least one year of technical support experience
• Technical competencies and relevant experience in desktop support and end-user services
• Familiarity with FreshService, Microsoft 365, PABX, and mobile device management
• A degree in a computer-related or IT course is preferred
• Ability to comply with AMI’s information security policies, data privacy requirements, and applicable ISO 27001 controls
  Preferred:
• Relevant technical certifications

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 [email protected] or (888) 824 – 8111.