The Technical Support Analyst I is responsible for the complex configuration of software, hardware, and network connectivity for internal desktop systems, laptops, printers, and smartphones. Identifies and resolves a wide range of simple to complex tasks and enterprise deadline driven projects. Manages hardware and software for local and remote connectivity related issues including upgrades and implementations while working within the requirements of a metrics driven Service Level Agreement.

BENEFITS: 
•  Health Insurance/HMO 
•  Enjoy unlimited MadMax Coffee
•  Diverse learning & growth opportunities
•  Accessible Cloud HR platform (Sprout)
•  Above standard leaves

Essential Duties and Responsibilities include the following. Other duties may be assigned.
•    Diagnoses, identifies, isolates, and resolves Tier (1-2-3) issues utilizing historical database records and technical expertise. Follows through to resolution assigned Tier (1-2-3) complex projects and issues utilizing a variety of tools and intra-company resources. Document troubleshooting efforts and resolutions into company Help Desk ticketing application.
•    Supports a user community of all levels of employees (including senior management) with desktop applications, hardware components, network connectivity, smartphone, and proprietary software. Assists remote users with wired and wireless connectivity, RSA tokens, permissions, and account requests. Ensures company established service level agreements (SLAs) regarding responses and resolutions. Maintains active directory users, groups, and computers.
•    Configures, installs, moves, upgrades, tracks, tests and repairs hardware, software as well as peripheral components. Builds and maintains all department images using imaging software, including testing, custom configuration, and deployment.
•    Manages delegated technical projects from concept through resolution. Alerts management to outages, priority issues, recurring problems, and patterns.
•    Provides on-call support outside of normal business hours per established rotation schedule. Follows the departments' standard processes for escalation and notification procedures.
•    Adhere to the IT Department and the Company's policies, procedures and established best practices.
•    Mentors and trains less experienced staff members on technical resolution of complex problems.
•    Creates and/or revises existing technical documentation and procedures as needed.
•    Collaborates cross-functionally with other departments within IT to work through technical issues.
•    Manages the account lifecycle for internal and external clients.
•    Creates and/or revises existing technical documentation and procedures as required in a constantly changing environment.
•    Alerts management to outages, priority issues, reoccurring problems, and patterns with internal and external clients.

•    Demonstrated ability to create and maintain stable system configurations, including testing and implementation within an enterprise environment.
•    Must possess excellent customer service, communication skills and time management skills.
•    Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to details.
•    Adapts well in a team oriented, professional, fast-paced, dynamic environment.
•    Manage confidential and sensitive matters with tact and diplomacy.
•    Must possess application support troubleshooting skills.

To perform the job successfully, an individual should demonstrate the following competencies:

•    Project Management - Coordinate projects; Communicates changes and progress; Completes projects on time and budget.

•    Technical skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise and Ohers.

•    Customer Service- Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve services; Responds to request for service and assistance; Meet commitments.

•    Intrapersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

•    Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Put success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's effort to succeed.

•    Planning/organizing - Prioritizes and plans work activities; Uses time effectively; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic actions plans.

•    Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or positions; Accepts responsibility for own actions; Follow through on commitments.

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
• Photocopy of 2 valid IDs – front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!