Mid-Level Technical Support Analyst
Req number:
R8908
Employment type:
Full time
Worksite flexibility:
Onsite
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
We are looking for a motivated Mid-Level Technical Support Analyst ready to take us to the next level! If you have experience in providing end-user support services and assist in the day-to-day operations of the IT Service Operations team, and are looking for your next career move, apply now.
Job Description
We are seeking an experienced Mid-Level Technical Support Analyst to provide end-user support services and assist in the day-to-day operations of the IT Service Operations team. This position will be full-time and onsite in Ermita, Manila .
What You'll Do
Service Desk and End-User Support
Provide first-level technical support for incidents and service requests
Assist users with hardware, software, operating system, printing, connectivity, and productivity tool issues
Perform initial troubleshooting and resolution of reported incidents
Escalate unresolved issues to designated internal IT personnel or third-party vendors as appropriate
Provide technical support for meeting room and collaboration technologies, including conference room equipment, video conferencing systems, projectors, displays, audio devices, and related peripherals
Utilize AMI's Freshservice ITSM platform for ticket logging, incident management, service request processing, work tracking, escalation management, knowledge base updates, and service reporting
Ensure all support activities are properly documented and updated within Freshservice in accordance with AMI's IT Service Management processes and service level agreements (SLAs)
Desktop and Laptop Support
Install, configure, deploy, and support desktop and laptop computer
Install and configure approved operating systems and standard software packages
Perform hardware diagnostics and troubleshooting
Coordinate repair activities and warranty claims with authorized service providers
Perform preventive maintenance and health checks of desktops, laptops, peripherals, and related end-user computing devices
Support the deployment and replacement of end-user computing devices
User Onboarding and Offboardin
Prepare and configure workstations for newly hired employees
Deploy IT equipment and peripherals
Retrieve company-issued IT assets from separated employees
Ensure adherence to established asset issuance and accountability procedures
Asset Management
Perform asset tagging of IT devices
Maintain inventory records and asset movement documentation
Conduct periodic physical inventory verification
Track warranty information, repairs, and replacements
Assist in asset retirement and disposal activities
Infrastructure and Endpoint Support
Perform first-level troubleshooting of LAN, Wi-Fi, printer, and endpoint-related issues
Support workstation security and endpoint compliance initiatives
Assist in software deployment, patch management, and endpoint maintenance activities
Escalate infrastructure-related issues to designated AMI technical teams
Telecommunications Support
Provisioning, assignment, and maintenance of PABX local extensions, including creation, modification, transfer, and deactivation of telephone extensions
Installation, setup, relocation, testing, and troubleshooting of desk phones, IP phones, and associated telecommunications equipment
Configuration, deployment, and replacement of company-issued mobile phones and communication devices
Installation and configuration of required…