IT Workplace Services Engineer

Role: IT WORKPLACE SERVICE ENGINEER

Job Description:

      The IT Workplace Services Engineer is responsible for providing technical support to end-users, troubleshooting hardware and software issues, and ensuring the efficient functioning of IT equipment. This role involves installing, configuring and deploying computer systems, enforcing security measures, and maintaining documentation for IT processes. The engineer also collaborates with various IT teams, conducts user training, and actively contributes to continuous improvement initiatives to enhance overall IT service delivery, ensuring a quality workplace experience in ING Hubs Philippines.

Roles and Responsibilities:

Technical Support

• Provide end-to-end technical support to end-users to address hardware (laptops, printers, other IT peripherals) and application incidents and requests.
• Ensure all IT equipment is appropriately set up and functioning for ING employees.
• Effectively manage and prioritize incidents, ensuring timely resolution and minimal impact on operations.

Stewardship and Security Compliance

• Assist in managing inventory and track the lifecycle of IT assets, ensuring timely replacement when necessary.
• Implement and enforce security protocols and policies to safeguard IT assets and data.

Collaboration and Continuous Improvement

• Participate in cross functional projects to enhance overall IT operations.
• Identify opportunities for process improvement and implement efficiency measures.
• Collaborate with other IT teams to resolve complex issues.

Knowledge sharing

• Stay informed about industry best practices and new technology to enhance overall quality of workplace experience and IT services in ING.
• Conduct training sessions and workshops for end-users to enhance their IT proficiency.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field
• At least 2-4 years minimum work-related experience
• Proficient in multiple operating systems (Windows, MacOS, etc)
• Experience in using IT Service Management Tools such as ServiceNow, Freshworks, etc
• Knowledge in PC hardware troubleshooting
• Familiarity with device management tools such as Microsoft InTune and JAMF
• Knowledge in network fundamentals
• Basic understanding with cloud platforms
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills
• Ability to work in a team environment
• Ability to priotize tasks and manage multiple priorities simultaneously
• Basic understanding in project management a plus
• ITIL V4 certified a plus
• CompTIA A+ certification a plus