Specialist, IT Support
Driven by the passion to improve quality of people’s lives, WS Audiology continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.
At WS Audiology, our Information Technology function is ever evolving and transforming, to enable us to be the best in providing better and faster IT services. As we continue to grow and build our operations, we are looking for an IT Support Specialist to be part of our 24x7 IT global service desk team.
Reporting back to our IT Operations Lead, this role will be responsible to provide technical support to our users remotely.
What you will do
- You will specifically be expected to:
- Resolving incoming client and personnel IT queries remotely via phone or ticket
- Independently solving standard tickets; Support in difficult situations with guidance from supervision and collaborate with other IT teams globally on ticket resolution (including external support)
- Familiarity with global ticketing system and work in resolving tickets within the SLA - appropriate for the priority of the ticket
- Provide technical support to both internal and external end-users and in a production environment which includes diagnosing, troubleshooting mechanical equipment, systems, software and wireless network systems
- Troubleshoot peripheral devices such as printers (label, ink, laser, followyou/me) remotely
- Administration of user accounts and computers in AD; Administration of network resources, management of security groups and e-mail groups in AD
- Troubleshooting O365 related issues
- Continuously strive to improve and identify opportunities to increase efficiency and expand service coverage
- Documenting processes, knowledge base and maintaining service desk records • Expected to work in a rotational shift schedule - 4x12 in a 24/7 environment
- Participation in projects and other tasks ordered by a manager under medium level of supervision Experience
What you bring
Experience
- Bachelor’s Degree in Information Technology / Computer Engineering or related discipline.
- Minimum 3 –5 years of IT technical experience working on hardware, software and peripherals troubleshooting; production environment exposure will be a plus
- English required, other languages a plus
- Proficient in Windows 10 and 7, Office 365 –including installation and troubleshooting
- General understanding of commonly used IT technologies including PC support and mobile devices
- Certified in ITIL will be preferred Performance and personal competencies
Personal competencies
- A people-oriented person who is always looking for solutions and bringing quality improvements, with a “can-do” attitude.
- Strong team player with teamwork spirit.
- A natural problem solver trait and can think outside the box.
- Excellent communication, interpersonal and intercultural skills working with users and teams
- Display strong communication and stakeholder management skills to work with people across all levels and seniority.
- A creative and innovative individual to drive and bring new ideas to the team.
Who we are
At WS Audiology, we provide innovative hearing aids and hearing health services.
Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.
With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.
Sounds wonderful? We can't wait to hear from you.
WS Audiology is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.
- Department
- Information Technology
- Role
- Infrastructure, Operations & Services
- Locations
- Makati Philippines
- Remote status
- Fully Remote
Makati Philippines
Specialist, IT Support
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