Euit Support Analyst

Summary

Join XP Power, a global leader in power solutions, as an IT Support Analyst providing remote IT support to the European business. You will manage daily operations of EUIT systems, ensure cybersecurity compliance, troubleshoot IT equipment, and address level 1 support tickets. This role involves collaborating with the EUIT team, improving help desk capabilities, and managing third-party tickets. You will also assist local systems analysts and act as a technical escalation point. The position requires 1-3 years of relevant experience and strong help desk skills. XP Power offers a safe and healthy working environment.

Requirements

• One to three years of relevant hardware and software experience is required
• Demonstrated strong help desk experience
• Ability to problem-solve technical issues
• Effective communicator at all levels of the business
• Demonstrate a sense of urgency and effective at prioritizing a varied workload encompassing all levels of our IT infrastructure
• Be diligent with a minimal amount of supervision
• Ability to prioritize workload to ensure issues are resolved in an efficient manner
• Work well with others on larger projects involving other areas of the business
• Great communication & customer service skills
• Must be amenable to: future RTO/Hybrid and/or report onsite in Ortigas Center, Pasig City as required

Responsibilities

• Manage the day-to-day basic operations of the XP EUIT systems and networks
• Ensure compliance of all global XP Power systems with the Global Cyber Security Policies and Disaster Recovery plans
• Daily troubleshooting and maintenance of all company computers and other related IT equipment
• Address level 1 on the IT Ticket System, via remote support during normal SGT business hours
• Daily measure and continuously improve help desk capabilities to better end-user experience
• Configuration of all Company MIS Equipment and installation of software according to work instructions
• Maintain the Asset Database and perform audits as required
• Record IT-related purchases in the log for budget tracking
• Help local Systems Analysts with level I issues, as well as updating paperwork & documentation
• Manage 3rd party helpdesk tickets, FAQ & Solutions
• Assist maintenance of metrics on tickets, incidents, Help Desk statistics, and Address level 1 past due IT Tickets
• Act as a technical escalation point and team leader for the Help Desk, coordinate the diagnosis and resolution of complex support issues
• Other IT duties may be assigned as seen fit

Benefits

XP Power provides a safe and healthy working environment that is stimulating and collaborative, where employees are empowered to make a real difference