Job Description

Crown Worldwide Group is a privately owned, global logistics company founded in 1965 and headquartered in Hong Kong. We are an extraordinary and purposeful business committed to making it simpler to live, work and do business anywhere in the world, delivered through our broad portfolio of complementary brands. Together these enable us to; relocate people's lives and possessions, help companies move teams to new locations near and far and help them manage their workspaces. We also transport, store and install precious art collections and keep company data and records safe, yet accessible.We oversee a wide-ranging CSR program which supports local and global charities, actively champions employee wellbeing and continually seeks to reduce our environmental footprint. We are also proud of our diverse and inclusive culture. This provides all our employees with a sense of belonging which allows them to reach their full potential.This position is an onsite position and reports to a Senior Support Analyst or Service Desk Supervisor/Manager.The position is primarily responsible for receiving, categorizing and resolving or escalating issues raised by onsite employees. Installation and support of It Equipment, trouble shooting of networking issues and liaison with ISP's thus enabling Crown to conduct business efficiently through effective use of IT.The position is required to follow Crown's IT policies and procedures as documented and other relevant processes as directed.Willingness to learn and grow in a fast-moving high demanding environment
Willingness to work outside office hours, on public Holidays (and very rarely during weekends).Location: Taguig, BGC - Manila, Philippines
Working Hours: 8:30am - 5:30pm. Mon - Fri.Key Focus Areas

• Administration
• Corporate Social Responsibility
• Other

Key Tasks and Responsibilities
Administration

• Receive, categorise, resolve, or escalate (when necessary) IT Service Desk tickets submitted by staff for their technical issues and requests.
• Create outstanding customer support experience by ensuring timely resolution, communicating promptly on progress and handling customers with a kind and professional attitude
• Follow up with other support staff or service resources involved in resolution to ensure incidents are resolved, and the customer communication is complete. Document resolutions and update self-help and staff knowledge bases.
• Setup new users including system and hardware setup.
• Install, configure and support of IT equipment such as desktops, laptops, printers, MFCs, mobile devices, WAP. CCTVs & UPS.
• Troubleshooting network communication issues, and end user network connectivity
• Liaise with ISPs as and when there are internet outages or unstable connections.
• Recommend and implement improved process and best practices within the scope of internal IT.
• Ensure the integrity of the information in the Service Desk by carefully reviewing calls and updating incorrect or unclear information.
• Raise Concerns/issues to a Supervisor or other senior team member.

Corporate Social Responsibility

• Support the company CSR commitment and goals.

Other

• Adhoc duties as assigned by the Manager to include but not be limited to:
• Basic User setup - Creation & Termination of AD User Accounts, Email, AD Group Membership etc.
• Printer installations and troubleshooting in End user equipment.
• Configuration of new IT equipment (Laptops, Desktops and Mobile Devices) to Crown Standards
• Provide basic Citrix Support Services
• Symantec Endpoint Protection Support
• Create outstanding customer support experience by ensuring timely resolution, communicating promptly on progress and handling customers with a kind and professional attitude.
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying full and correct completion of scheduled jobs such as backups.
• Follow up with other support staff or service resources involved in resolution to ensure incidents are resolved, and the customer communication is complete. Document resolutions and update self-help and staff knowledge bases.
• Troubleshooting network communication issues, and end user network connectivity.
• Liaise with ISPs as and when there are internet outages or unstable connections.
• Maintain IT equipment inventory
• Maintain system-related documentation and procedures
• Co-ordinate with other teams as needed and share technical skills or transfer knowledge.
• Report potential issues and progress to line manager in a proactive manner.
• Draft Communication to staff in case of any system/network outages.
• Communicate any known system issues/workaround to other regional IT in a timely manner.
• Demonstrate and promote the company vision and values.

Aptitude, Knowledge and Qualifications
Aptitude

• Ability to demonstrate commitment to customer service and continuous improvement.
• Ability to set priorities, work autonomously, manage your time and workload and dependably meet strict deadlines.
• Professional attitude and a willingness to contribute within a team environment.
• Personal organization and strong analytical and problem-solving skills
• Excellent communication skills, both written and verbal. Role involves liaising with overseas customers.
• Exceptional interpersonal skills and ability to build good rapport.
• Ability to manage multiple priorities effectively.
• Passion to work in a team-oriented, collaborative environment.
• Willingness to learn and grow in a fast-moving high demanding environment
• Ability to perform remote troubleshooting and provide clear instructions
• Candidates with their own transport (motorbike/car) are preferred as there will be needs to travel to our Branch in Laguna. Four or more visits per month approximately. There will be travel allowance for such visits.
• Experience in Relocating and Installing Network equipment & Professional Network Cabling, is desirable.

Professional Knowledge and Skills

• Experience in Relocating and Installing Network equipment & Professional Network Cabling, is desirable.
• Intermediate Knowledge & Experience in Active Directory is a Plus
• Knowledge/Experience in SCCM is a plus
• Knowledge/Experience in Administering VMWare is a plus
• Knowledge/Experience in Cloud based technologies ex: Azure is a plus
• Knowledge/Experience in Voice Technology (Avaya and/or any cloud based) is a plus.
• Ability to demonstrate a broad knowledge of technologies used by Crown and IT in general.
• Communication skills.
• Cultural sensitivity and awareness.

Qualifications

• 8-10 years of experience supporting employees in an internal IT support role.
• Experience in IT Service Desk systems. Experience in Cherwell is a plus.
• Higher-level skills in IT networks and Windows based Server/Client Operating Systems.
• Knowledge/Experience in IT security is a plus.
• Personal organization and strong analytical and problem-solving skills
• Excellent communication skills, both written and verbal. Role involves liaising with overseas customers.
• Exceptional interpersonal skills and ability to build good rapport.
• Ability to manage multiple priorities effectively.
• Passion to work in a team-oriented, collaborative environment.
• Willingness to learn and grow in a fast-moving high demanding environment
• Ability to perform remote troubleshooting and provide clear instructions
• Candidates with their own transport (motorbike/car) are preferred as there will be needs to travel to our Branch in Laguna. Four or more visits per month approximately. There will be travel allowance for such visits.

What we offer Work in international environment supporting clients from all over APAC, work with colleagues from multiple countries on daily basis Work in a dynamic team with opportunities for growth Learning opportunities in the field of relocations, international logistics and mobility Work on new projects for an industry leader with over 50 years history Summary of benefits offered (health, life and personal accident insurances, birthday leave, 2 days volunteering leave, PTO's from 15 and up to 20days) Language courses, Well-being Program, Mentoring Program, Employee Referral Program Performance bonus Career development path CSR, ED&I, Work-life balance initiativesCall to actionIf all above mentioned sounds interesting and motivating for you (and you have a suitable profile) we are looking forward to receiving your updated CV and discussing your career!Company ValuesAt Crown we pride ourselves with the quality we deliver and values we stand by.

• We are CARING about people and their experience
• Always DETERMINED to do our best and to always keep improving
• We are genuinely THERE when our customers and colleagues need us
• We encourage the SHARING of knowledge amongst each other
• We continuously remain OPEN-MINDED to stay innovative

Equal Employment OpportunityCrown is an equal opportunities employer. We are committed to providing equal employment opportunities to all qualified individuals without regard to race, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military/veteran status, or any other characteristic protected by law.Crown welcomes applications from all suitably qualified candidates eligible to live and work in the designated geographical region. We are committed to diversity, and to employee well-being, engagement and development.NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.Job Types: Full-time, PermanentSalary: Php35,000.00 - Php40,000.00 per monthBenefits:

• Additional leave
• Company events
• Flexible schedule
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training

Schedule:

• 8 hour shift
• Day shift

Ability to commute/relocate:

• Taguig: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Technical support: 5 years (Preferred)

Shift availability:

• Day Shift (Preferred)

Willingness to travel:

• 100% (Preferred)