XTN-DC80585 | IT TECHNICIAN

Role Summary

The primary role of the Operation Support Analyst I is to serve as a frontline technical support, addressing and resolving a wide range of technical issues faced by our users. This includes everything from minor software glitches and hardware malfunctions in a retail environment to systemic issues affecting software functionality and network infrastructure.

This position offers the unique opportunity to act as a pivotal advocate for customers, ensuring their technical issues are addressed with urgency and precision. You will gain invaluable experience troubleshooting a variety of systems, including proprietary and third-party software, as well as Windows and Apple operating systems. The role provides a pathway to develop advanced technical skills in a supportive, team-oriented environment.

Respond promptly to customer inquiries via phone and a ticketing system, ensuring effective communication and resolution of issues.

Research and troubleshoot a variety of issues, advocating for customers to ensure their needs are met and issues are resolved thoroughly and efficiently.

Document all interactions with customers to help refine troubleshooting processes and assist in the creation of a knowledge base.

Escalate complex support issues to appropriate higher-level personnel when necessary.

Work collaboratively with Operations Support Analyst II’s and other team members on troubleshooting challenging issues and executing special projects.

Provide support for both hardware and software issues in the retail environment, including POS systems and network components.

Maintain and update systems running on Windows 10, Windows 11, and Apple operating systems.

Strong problem-solving skills with the ability to handle issues of varying complexity with minimal supervision.

Proven ability to document and summarize technical interactions clearly and accurately.

Experience with Windows 10, Windows 11, and Mac OS, including troubleshooting and configurations.

Ability to communicate effectively with a diverse range of users and internal teams.

Persistence and results-oriented attitude, with a track record of achieving tangible outcomes.

Experience with ticketing systems and remote troubleshooting tools.

Familiarity with networking concepts, including firewalls and routing.

Ability to manage time and prioritize tasks effectively in a fast-paced environment.

Strong teamwork skills, capable of working as part of a dedicated team to achieve common goals.

Technical proficiency in supporting proprietary software and third-party applications commonly used in retail settings.

About the Company

Intelletrace is a leading telecommunications company offering comprehensive support in data, internet, VoIP, voice, security, and managed services for businesses across the United States and internationally. We serve as a single point of contact, connecting businesses with top-tier carriers to meet their specific needs. Learn more about us at .

Candidate Location: Philippines, preferably in Metro Manila.

Highly competitive salary and benefits package based on experience and qualifications.

Permanent Work-From-Home arrangement.

Internet and Mobile Allowance.

Escalation Support: Receive and address Tier 1 escalations, providing prompt and effective resolutions to network-related problems.

Network Changes: Perform level 1-2 network change requests, ensuring changes are implemented accurately and according to established protocols.

Network Design: Contribute to network design activities, collaborating with engineers and architects to develop scalable and reliable network solutions.

Circuit and Network Installations: Coordinate and oversee circuit installations, network deployments, and infrastructure upgrades, adhering to project timelines.

Troubleshooting Expertise: Utilize advanced troubleshooting techniques and tools to diagnose and resolve complex network issues.

Documentation and Reporting: Maintain accurate and up-to-date documentation of network changes, designs, and installation processes.