IT Support (Philippines)

Zero Motorcycles is currently looking for an IT Support. The IT Support role is crucial in providing technical assistance and support to users within the Zero PH Site. Responsibilities include troubleshooting hardware and software issues, installing and configuring computer systems and networks, and maintaining IT infrastructure. The IT Support specialist offers timely solutions to technical problems, ensures system security, and assists in the implementation of IT projects. Strong communication skills and patience are essential for effectively communicating technical information to non-technical users. The ideal candidate is detail-oriented, customer-focused, and possesses a solid understanding of IT principles and technologies.

Key Responsibilities:

• Troubleshooting: Diagnose and resolve hardware, software, and network issues reported by users through various channels such as email, phone, or in person.
• Technical Assistance: Provide timely and effective technical support to end-users, assisting with setup, configuration, and usage of hardware, software, and peripherals.
• System Maintenance: Perform routine maintenance tasks, including software updates, system backups, and antivirus management, to ensure the stability and security of IT systems.
• User Training: Offer training and guidance to users on how to use IT equipment and software effectively, helping them troubleshoot common problems independently.
• Documentation: Maintain accurate records of support tickets, troubleshooting procedures, and system configurations to facilitate knowledge sharing and future reference.
• Hardware and Software Installation: Install, configure, and upgrade computer hardware, software, and peripherals, ensuring compatibility and optimal performance.
• Network Support: Assist in the setup, configuration, and troubleshooting of network infrastructure, including routers, switches, and wireless access points.
• Security Compliance: Enforce IT security policies and procedures, including user access controls, data encryption, and malware protection, to safeguard sensitive information and prevent unauthorized access.
• Collaboration: Collaborate with other IT team members and departments to resolve complex technical issues and implement IT projects and initiatives effectively.
• Continuous Improvement: Stay informed about new technologies and best practices in IT support, proactively seeking opportunities to enhance processes and procedures to improve efficiency and user satisfaction.

Required Education/Experience:

Overall, candidates for this IT Support role should possess a combination of relevant education, certifications, and practical experience to effectively fulfill the responsibilities of the position and provide quality technical support to users within the organization.

• An Associate's degree or bachelor's degree in information technology, computer science, or a related field.
• Relevant certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Solutions Associate (MCSA) can be beneficial and may substitute for formal education in some cases.
• Previous experience in a technical support role, help desk, or IT customer service is preferred.
• Familiarity with operating systems (such as Windows, macOS, or Linux), hardware components, and common software applications.
• Basic understanding of networking concepts, protocols, and troubleshooting techniques.
• Experience with troubleshooting hardware and software issues, including diagnosing problems and providing solutions.
• Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
• Customer service experience, with a focus on providing prompt and courteous assistance to users.
• Ability to work independently and as part of a team, with a proactive and problem-solving mindset.
• Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices is a plus.

Skills and Attributes

A successful IT Support possesses a combination of technical expertise, interpersonal skills, and personal attributes that enable them to deliver high-quality technical support and customer service in a dynamic and fast-paced environment.

• Technical Proficiency: Strong understanding of computer hardware, operating systems (e.g., Windows, macOS, Linux), software applications, and basic networking concepts.
• Troubleshooting Skills: Ability to diagnose and resolve hardware, software, and network issues efficiently, employing systematic problem-solving techniques.
• Customer Service: Excellent interpersonal and communication skills, with the ability to listen attentively, empathize with users' concerns, and provide clear and concise instructions or explanations.
• Patience: Demonstrated patience and resilience when dealing with users who may be frustrated or unfamiliar with technical concepts, always maintaining a calm and professional demeanor.
• Adaptability: Flexibility to adapt to changing priorities and environments, as well as the ability to learn new technologies and procedures quickly.
• Attention to Detail: Thoroughness in documenting support tickets, troubleshooting steps, and system configurations, ensuring accuracy and completeness of information.
• Time Management: Effective prioritization of tasks and efficient use of time to meet deadlines and manage workload effectively, while maintaining high-quality support for users.
• Collaboration: Ability to work collaboratively with other IT team members and departments, as well as external vendors or service providers, to resolve complex issues and implement solutions.
• Analytical Thinking: Capacity to analyze problems logically, identify root causes, and develop innovative solutions or workarounds to address technical challenges.
• Professionalism: Commitment to maintaining confidentiality, integrity, and professionalism in handling sensitive information and interacting with users and colleagues.
• Continuous Learning: Willingness to stay updated with industry trends, emerging technologies, and best practices in IT support through ongoing training, certifications, and self-directed learning.

Physical and Sensory Requirements:

Candidate must be able to sit for long periods of time to perform duties, and to move around and make inquiries from other staff, management as needed.

Must be able to bend or stoop down to access files, including lifting of items or objects up to 20lbs.

Why Zero Motorcycles?
We are still a small team but growing fast and our colleagues are spread in 8 countries. We have a diverse population with more than 10 nationalities, and we all speak multiple languages. We are open for any improvement ideas and celebrate our / your successes as much as we can.

It’s a lot of fun, we have some outside lunches at snack bar, Friday drinks occasionally, when weather allows, we organize barbecues, and we are crazy about our Xmas parties. If you like to work at events / fairs you can sometimes participate at a national and international level, and of course, you can grow with us and develop your career. We love to see you succeed!