IT Support Desk

The role of the IT Support Engineer is to provide second-line support for all staff and users at Digital Room. The Desktop Support Specialist is responsible for resolving support requests, meeting customer satisfaction, and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person (for walk-in customers) and self-service.

Duties & Responsibilities

• To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• To assist all our users with any logged IT-related incident when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update, and document requests using the IT service desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware.
• To resolve incidents with printers, copiers, and scanners.
• To maintain a first-class level of customer service ensuring all customers are treated efficiently and appropriately.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Updating asset management system to reflect real-time activity and disposition of assets, hardware, and peripherals.
• Assist with the reconciliation of assets within the management system for accurate inventory.
• Must be proactive with completing other duties as assigned.

Knowledge/ Skill

• Experience working in a customer-focused IT support environment which has included technical problem resolution
• Experience working within a team environment
• Experience in diagnosing and resolving IT-related faults/issues
• Knowledge using and supporting Active Directory, Windows, and Office products.
• Knowledge in using, supporting, configuring, and troubleshooting LANs, WANs, TCP/IP, and networking configuration and components.
• Knowledge of one or more computer systems or systems.
• Knowledge in diagnosing and resolving IT-related faults/issues.
• Knowledge of using, supporting, configuring, and troubleshooting PC hardware & network configurations.
• Knowledge in supporting and configuring Windows Server.

Working Conditions

The Desktop Support Specialist will work in a warehouse/manufacturing environment with loud noises from machines and varying temperatures depending on the weather.

Physical Requirements

• Standing/Walking (at least 25% of shift)
• Sitting in front of a computer (at least 60% of shift)
• Bending/twisting and squatting (at least 25% of shift)
• Lifting up to 25 lbs.

About Digital Room (www.digitalroominc.com)
Digital Room is an eCommerce company that helps our US-based small and medium-sized business customers (SMBs) succeed by providing and manufacturing customized marketing and branding products. As a vertically integrated, multi-brand business, Digital Room has ten manufacturing facilities, and over 15 different brands. Our focus on providing excellent custom products on time at a fair price has built an extremely loyal customer base, and consistent industry-leading growth and profitability. Established 25 years ago in Los Angeles, Digital Room is a private equity backed company.
We have a strong company culture rooted in our core values: Dedication & Collaboration, Quality Driven, Data Driven Mindset, Customer Driven, Drive to Succeed, and Professionalism & Integrity.
We offer a broad array of customized marketing and branding products within the categories of Marketing Essentials, Signs & Banners, Stickers & Labels, Packaging, and Promotional Products. We combine great technology with our talented global employee base of over 2,000 people to deliver millions of orders each year.
Digital Room PH, established 15 years ago, has offices in Mandaluyong, Metro Manila and Clark, Pampanga which includes team members in every part of our business. Our seasoned marketing team is data driven, collaborative, and proactive. You will work side by side/virtually with marketing experts in the U.S. and the Philippines.