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IT Associate (Onsite)

Position Summary
The IT Associate will be responsible for ensuring the seamless deployment, configuration, and maintenance of work-from-home (WFH) PCs for employees. This role involves pre-deployment testing, troubleshooting, and managing faulty equipment to support the organization's IT infrastructure. The ideal candidate will have a strong foundation in computer hardware and software, with a focus on delivering efficient technical support.

Job Details:

  • Onsite
  • Shifting Schedule – Possible schedules are as follows:
    • Morning shift: 7am-4pm
    • Mid Shift: 11am-8pm
    • GY Shift: 6pm-3am | 8pm-5am | 9pm-6am
  • *Following PH Holidays

Responsibilities:

  • Plan and execute the deployment of WFH PCs, ensuring all devices are configured with the necessary software, security, and access protocols.
  • Conduct pre-deployment testing to verify that devices meet organizational standards and are fully functional.
  • Assist employees with initial setup and configuration, addressing issues such as connectivity, software conflicts, and system errors.
  • Troubleshoot and resolve hardware and software issues to minimize downtime.
  • Manage faulty equipment by coordinating repairs or replacements through vendors or internal repair teams.

Qualifications:

  • Recent graduate or 1 to 2 years of experience in an IT-related field.
  • Knowledge of computer hardware components and the ability to assemble and troubleshoot computer or laptop issues.
  • Proficiency in diagnosing and resolving hardware and software problems.
  • Strong problem-solving skills and the ability to work independently or as part of a team.
  • Excellent communication skills to provide effective technical support to employees.

by Carl Trinidad

Supplier Marketing Content Associate

Position Summary:

The Supplier Marketing Content Associate will work with the Supplier Operations and Supplier Business Development teams to support Life Science vendors on the Labviva software platform. You will support vendors in highlighting their product offerings to Labviva's Procurement account customers in a competitive environment. This will include creating vendor content, loading marketing materials, and showcasing company info. You will be responsible for working with new and existing suppliers to review and load Supplier Contact info, policies, marketing materials, and promotional content. You will explain marketing processes and opportunities within Labviva, provide feedback to suppliers, and maintain organized records. This position involves verifying the completeness and accuracy of baseline Supplier information (logo, branding, etc.), and communicating with suppliers via email and on video meetings.

To succeed in this position, candidates should have 1-2 years experience with data entry and exceptional communication skills. Experience with back end website updates and an understanding of digital marketing is preferred. You should be resourceful, adaptable, diligent, and organized with the ability to build rapport with clients and teammates.

Job Details:

  • Work from Home
  • Monday to Friday | 8:30 PM to 5:30 AM Manila Time

Responsibilities:

  • Follow and implement processes for working with suppliers to secure marketing materials within required specifications
  • Track all work internally and communicate effectively with team members
  • Have excellent follow-through with supplier inquiries and requests
  • Ensure timely and successful upload of content according to supplier needs and objectives
  • Work cross-functionally with internal departments to ensure data load accuracy, and supplier success and satisfaction
  • Assist with standard day to day supplier catalog update processes, product data accuracy, and customer support/troubleshooting as needed

Qualifications:

  • Bachelor’s degree required.
  • 1-2 years of experience in a client-facing role within a business setting
  • A self-starter mindset with creative ideas for content marketing
  • Demonstrated success in managing data and marketing materials for multiple accounts
  • Familiarity with CRM platforms is an advantage
  • Strong proficiency in data entry is preferred
  • The desire to work in an exciting, collaborative environment and the ability to adapt to process changes

by Carl Trinidad

Service Desk Dispatcher

Summary:

The Service Desk Dispatcher is responsible for receiving tickets sent in from our clients via email. You will categorize the tickets properly within our ticketing system then you will be assigning those tickets to our Service Desk Technicians.

What’s in it for you?

  • Health Insurance (HMO)
  • Competitive Salary
  • Expanded maternity leave up to 120 days
  • Allowances
  • Paid Time offs (Vacation Leaves Are Convertible to cash if unused)
  • Companywide events
  • Fun & Relaxed environment

Job Details:

Service Desk Dispatcher

WFH
Schedule: Monday-Friday 7pm - 4am

Training Schedule: Monday-Friday 10pm -7am (first 2 weeks)

Responsibilities:

  • Experience with MSP Processes & Workflows ‑ Ticket Lifecycle, Dispatch, Time Entries, Change Management, Escalation Workflows, SLA Management, email etiquette, and Customer Service
  • Act as the single point of contact to the customer for coordinating service delivery.
  • Manage ConnectWise calendar appointments for all technical support staff to coordinate project and support work maximizing utilization.
  • Pre-process service requests as they arrive through email, phone or chat, manual entry, or direct customer input.
  • Prioritize calls according to urgency and importance.
  • Creation of service tickets for technical support staff.
  • Tracks and manages location of all technical support staff to ensure timely recording of all support activities and the resolutions of issues.
  • Monitoring the remote monitoring and management system alerts and notifications, and respond accordingly
  • Communicate with clients and staff to effectively schedule service tickets.
  • Work collaboratively with clients, support staff, and management to avoid scheduling/prioritization issues.
  • Maximize schedule efficiency and effectiveness of technical support staff.
  • Creates new requests from phone calls and offers technical support to resolve simple/fast requests immediately when possible/practical.
  • Assign and update ticket priority levels per company standards and based upon client feedback.
  • Ensure that the right resources are assigned, that they have the appropriate information, time allocated, and any other resources required to do the job.
  • Performs scheduling for routine pre-scheduled activity, on-demand requests, and emergency requests.
  • Maintaining the Dispatch Portal to be an accurate reflection of work scheduled on-site, remotely, or employee out of office.
  • Ensures that ConnectWise calendar accurately reflects staff disposition (such as ensuring that on-site/remote status is accurate).
  • Coordinate rescheduling as needed to accommodate urgent support requests.
  • Escalate service requests that cannot be scheduled within agreed service levels.
  • Report the utilization of technical support resources and successful completion of service requests to the Service Desk Manager.
  • Windows Desktop Support (End-user computing)
  • Office 365 User Management

Qualifications:

  • Minimum 2 years’ experience working in a technology solutions environment
  • Excellent written and verbal communication skills
  • Experience with ConnectWise (Nice to have)
  • MSP Experience (Preferred)
  • Strong decision-making and problem-solving abilities
  • Strong interpersonal and relationship building skills
  • Strong passion for customer service
  • Exceptional organizational skills and the ability to handle multiple tasks concurrently.
  • Ability to learn quickly in a fast-paced environment
  • Proficient in English

by Carl Trinidad