IT | Technical Support Analyst (ROHQ 2024-056)

Accountable for ensuring continuity of computer services by providing the planning, technical leadership, and project coordination necessary to implement computer software products and resolve technical problems.

Primary Responsibilities:

• Oversee and maintain computer hardware, software, network and other peripherals
• Resolve technical issues and respond on service requests in a timely manner.
• Endpoint support (Sophos, Intune, AD, M365, etc)
• Handle onsite/colocation equipment (server rack, structured cabling, etc)
• Provide after office hours’ coverage as part of an on-call rotation schedule for SLA support as needed.
• Ability to track and record resolution time in any ticketing system (e.g. ServiceDesk Plus, ServiceNow, etc).
• Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues.
• Ensure that all actions and discussions pertaining to issues escalated are documented.
• Participate in the post-incident review discussion and post-resolution follow-up meetings.
• Assist in developing help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.

Requirements:

• Bachelor’s Degree in Information Technology or equivalent
• Extensive computer hardware and application support experience.
• Able to work independently and as a self-starter
• Excellent communications skills – both verbal and written

Technical Competencies

A. Extensive experience working with different operating systems including Windows, Linux and Mac OS

B. Relevant experience on Cloud Environment application such as M365, CRMs and Azure.

C. Experience with advanced LAN/WAN based networking and troubleshooting.

D. Working knowledge of a range of diagnostic utilities.

E. Working experience of ITIL process and implementation.

F. Strong documentation skills.

Behavioural Competencies

A. Ability to conduct research into a wide range of computing issues as required.

B. Ability to absorb and retain information quickly.

C. Ability to present ideas in user-friendly language.

D. Highly self-motivated and directed.

E. Keen attention to detail.

F. Proven analytical and problem-solving abilities.

G. Ability to effectively prioritize and execute tasks in a high-pressure environment.

H. Exceptional customer service orientation.

I. Experience working in a team-oriented, collaborative environment.

General Competencies

A. Customer Focus

B. Flexibility

C. Decisiveness

D. Tenacity

E. Personal Integrity

F. Interdependence

About CITADEL Pacific

CITADEL Pacific Ltd. (CPL) is a diversified private holding company with operations in the Philippines, Hong Kong, Macau, the Republic of Palau, the Commonwealth of the Northern Mariana Islands, and the US Territory of Guam.

Its holdings range from controlling stakes in companies engaged in telecommunications, retail, petroleum and gas distribution, commercial, and industrial property, in-flight catering, and manpower services. Recent acquisitions entering Solar and Data Center businesses position CITADEL to future facing and fast-growing industries in renewables energy and digital infrastructure.

We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.