Senior Assistant – Technical Support (End User Support)

About IRRI

Job Purpose

As Senior Assistant – Technical Support Officer (End User Support), you will be responsible for communication and execution of level 1 IT support for IRRI’s HQ workforce. This position is responsible for ensuring HQ customers receive the right access to, maintenance, training, and support for IRRI’s HQ devices, networks, and IT infrastructure. This includes supporting the Technical Support Asst. Manager in supporting system patch updates, incident management updates, and internal and external event support (A/V) as needed. This role also must be knowledgeable on IRRI’s IKS (Information Knowledge Systems) service resources to help make them accessible to IRRI staff, consultants, and affiliates. You will be responsible for the closure or escalation of assigned HQ related requests and Level 1 SLAs. This position will play an important role in supporting our IRRI workforce in helping them use tools, and access applications necessary for them to work effectively.

This position will be based at the IRRI Headquarters, Los Baños, Philippines and may only be filled by permanent citizens of the Philippines.

Roles and Responsibilities

• Ensure all customers requests that reach the helpdesk are appropriately supported and/or provide clear next steps on how IKS can support their requests
• After an initial assessment of the issue, assign the ticket to the appropriate technician
• Assist the other end user team officers in related end user support requests
• Assist all customers in the prompt answering of emails, phone calls, and walk-ins according to the defined help desk process
• Conduct level 1 troubleshooting (and assist in level 2 troubleshooting), and issue isolation of end user requests to help with issues not limited to but related to account access, device use, and application access
• Assist as needed and per request with internal and external events to ensure quality, and proper use of event equipment
• Support end users in providing training, assistance, and support in any requests they may ask
• Follow-up on all HQ opened and escalated tickets, including follow-up communication management on open escalated tickets
• Assist in the execution of end user training, and support as relevant to IT access, and application use
• Support all customers across IRRI HQ as needed in the use and execution of IRRI IT
• Assist visitors as needed with events, and access
• Ensure on-time (according to determined SLAs) closure of support tickets assigned to you for assessment
• Ensure all critical network and security concerns are properly escalated and addressed regardless of when the issue arises
• Support global end user support team in documenting IT policies, procedures, and applications that can improve team’s efficiency
• Ensure proper IT onboarding and offboarding of new employees

Qualifications

• Associate’s or Bachelor’s degree in computer science, or any engineering degree or related degree or equivalent with a minimum of 3 years working experience

Skills Required

Mandatory

• Experience in network, and device security management
• Good communication skills in English
• Experience working with stakeholders, and understanding needs
• People and project management experience

Preferred

• Experience working with reporting / data analytics
• Project management certifications
• Experience building a team
• Experience with data collection tools, and processes

IRRI offers a highly extensive employee benefits package inclusive of globally-covered medical insurance, retirement plan, life and accident insurance and other allowances.

Join our team and be part of our story!

Please note only shortlisted candidates will be contacted.
This position will remain open until filled.