Job Title

Office-based (Clark)Medical and Dental InsuranceUnlimited Potential For GrowthPosition Overview:As an IT Support Officer at McNab, you will be the first point of contact for end-users requiring technical assistance. You will provide high-quality support for hardware, software, and system issues, ensuring timely resolution and exceptional service. This role involves collaboration with the broader IT team and business units while maintaining professionalism and ethical standards.Key Responsibilities:User SupportProvide first-line support via the support portal or Microsoft Teams for hardware and software issues.Deliver exceptional customer service, ensuring requests are resolved promptly and effectively.Collaborate with the IT team and end-users to troubleshoot and resolve issues.Documentation & Knowledge ManagementMaintain accurate and detailed records in the IT ticketing system, including troubleshooting steps and solutions.Create and update knowledge base articles and internal support procedures to assist users and team members.Software & Systems SupportInstall, update, and configure software applications on user devices.Assist in software license management and compliance.User Access & SecurityAssist with password resets and manage user access to systems in line with McNabs security protocols.Process and respond to spam, phishing, and quarantine notifications; escalate security incidents as necessary.Support email security processes to ensure organizational protection.User Onboarding & OffboardingExecute onboarding and offboarding tasks, ensuring users are set up or removed from systems efficiently and securely.Issue EscalationIdentify and escalate complex technical issues to Level 2 support or the IT Team Leader after performing initial troubleshooting and documentation.Follow through to ensure timely resolution and closure of escalated tickets.Team CollaborationContribute to a supportive and collaborative team culture.Share knowledge and assist colleagues to improve overall team performance.Qualifications & Skills:Certificate or diploma in Information Technology or a related field (preferred).12 years of experience in a technical support or helpdesk role.Familiarity with Windows operating systems, Microsoft 365, and IT service management tools.Strong understanding of security protocols and data privacy best practices.Excellent communication, problem-solving, and interpersonal skills.Ability to prioritize and manage multiple tasks in a fast-paced environment.Essential :Excellent communication and interpersonal abilities.IT troubleshooting skills.Ability to work independently and as part of a team.Has a Certificate III in Information Technology.Cert in Cyber Security - CompTIA Security+ / ISC2 Certified in CybersecurityA working knowledge of Active Directory, Azure, ICT hardware including mobile devices & Windows computersDesirable :Working knowledge of network protocols and equipmentKnowledge of telecommunications systems and devices.ShoreXtra PerksFree barista-style coffeeFree parking and jeepney servicesHighly engaged teamUnlimited potential for growthChallenging roleFun and family-oriented working environmentBronze Level referral bonus #J-18808-Ljbffr