Description: Duties and Responsibilities: Provide a professional and efficient customer support/service function for all Sykes Clients/Account Team across all Sykes Manila Centers to resolve their problems. MS Exchange Server administration - mailboxes, folders, distribution groups, calendaring, etc. Avaya PABX administration - authorization code access, etc Cisco switches administration - change vlan, proxy settings, etc Manages IT Helpdesk Newton Tool for Request and Incident Management within the SLA ATM and PABX (call routing equipment) troubleshooting Network Troubleshooting (internet, intranet, clients tools, Newton tool, etc Server Troubleshooting (MS Exchange, File/Printer, SAV, etc)Basic database troubleshooting Windows OS/Office applications software and hardware troubleshooting Password reset, VISP/VPN Connectivity issues, Remote user support Client Tools connectivity troubleshooting and support (Across all Sykes Manila Sites Accounts) Evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for IT assistance from users experiencing problems with hardware, software, networking, telephony and other computer-related technologies. Handles multiple critical issues. Coordinate closely with the next level of support (i.e. End User Support, Administrators, Specialists and Engineers) in resolving issues received thru Helpdesk. Provides first-call resolution (phone) support to users by offering set solutions to problems. Logs and tracks calls using problem management database, and maintains history records and related problem documentation. Able to efficiently close tickets assigned to Tier 1. Releases IT Helpdesk Advisories for any IT announcements and status updates of any issue within the service level set. Responsible to update the customers and end users thru phone, email about the status of the issue/request until resolved. Monitors and records the progress and status of all cases to ensure that the committed service-level is fulfilled. Familiar and able to support at least 80% of client-specific applications by following proper escalation procedures. Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineers. Escalate/Report issues, problems to appropriate external vendors, client IT, Sykes Service Desk and Sykes Corporate IT. Other similar tasks not otherwise specified Qualifications: University Degree or the equivalent At least 6 months IT experience Experience with Windows 98/2000/XP, Windows Office applications Experience in Telephony, PABX, CMS, Allcas systems Experience in MS Exchange servers, file/print servers, SAV server Experience in Cisco switches/routers Problem solving skills and excellent customer service skills Technical Support experience from a call center environment is an advantage This position is Open to fresh grads with extensive OJT experience Requirements: Skills: Analytical, Good Communication (listening, verbal, written), Computer/Technical Literacy, Adaptability/Flexibility, Fast Learner