ICT Specialist

Atlas Professionals is seeking an ICT Specialist based in Makati City, Philippines. The role involves providing client-centered support for applications, hardware, and general ICT issues, including help desk inquiries, technical problem resolution, and online training. Candidates should have a vocational degree in ICT or equivalent experience, ITIL certification, and knowledge of Microsoft Office 365 and network concepts. This is a full-time position in an office setting.
Role: ICT Specialist

Location: Makati, Philippines

Job description

With a presence in over 20 countries, we offer job opportunities across the globe. Atlas Professionals employs a large workforce, providing job placement to thousands of professionals daily in a variety of specialized roles. The addition of Next Wave Partners with offices in Singapore (HQ), US, UK, Australia, Taiwan, Vietnam, Japan and Korea enables Atlas Professionals to even further expand its global footprint and use local expertise to support more clients and professionals in the energy transition worldwide.

What does the day to day look like?

This position is responsible for providing client-centred service in application, hardware, and general ICT support.

Job requirements

Key Responsibilities:
• Answering help desk telephone calls and e-mail inquiries to ensure needs are met.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
• Assists in resolving technical problems by providing guidance regarding application and hardware issues.
• Resolves and/or refers more complex problems through a defined escalation process.
• Develop and provide colleagues with online training in the use of systems and application programs.
• Follows up with colleagues to ensure that their inquiries are resolved within the agreed upon time frame.
• Logs and tracks inquiries using a ticketing system and maintains history records and related problem documentation.
• Interfaces with remote team members, management, and customers in reference to customer service issues.
• Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions. Whenever this is not possible, the ICT specialist sets the right expectations and informs the user about any delay in resolution of the problem as soon as this delay occurs.
• Small office facility tasks
• Communicate with our partner network when working on projects or issues

Skills and Expertise:
• Vocational Degree in ICT, or the ability to perform at this level by industry experience.
• ITIL foundation certificate or willing to obtain by self-study.
• Knowledge and understanding of Microsoft Office 365, Azure, Microsoft Windows 10 & 11 required for user support.
• Basic knowledge and understanding of desktop hard and software, mobile phones, and printers.
• Basic knowledge of network concepts such as WAN, LAN, VPN etc.
• Experience working with and skilled in the use of service desk software.
• Business and analytical problem-solving skills
• Experience in working for an international company.
• Two or more years of customer service or other telephone experience.
• Fluent in the English Language, both verbally and in writing.
• Able to communicate well with colleagues with limited ICT knowledge.

More info

We are fortunate to have a fantastic team, great professionals working for us and clients that we have worked with for years. We look to build teams that represent a variety of backgrounds, perspectives, abilities and ultimately decide employment on the basis of merit. If you're eager to join the Atlas family and to learn more about our unique industry and think you have what we're looking for, then we would love to hear from you.

Job Types: Full-time, Permanent

Schedule:
• 8 hour shift
• Day shift

Experience:
• ICT / IT Specialist: 1 year (Preferred)

Expected Start Date: 05/01/2025