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Deskside Systems Specialist 

Say hello to possibilities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral). 

It’s not everyday that you consider starting a new career. We’re Acquire BPO, and we’re happy that someone as talented as you is considering this role. First, a little about our client, RingCentral is a $2 billion global leader in cloud-based communications and collaboration software. RingCentral is fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. 

We’re currently looking for: 

Deskside Systems Specialist will provide a high-quality IT EUS support within the company. The primary responsibility is to provide implementation, maintenance, and support of IT End User Services (EUS) solutions specializing in taking desktop support to the next level for the company. The Deskside System Specialist is expected to provide project management to implement, maintain and support the hardware, software, operating system, and applications residing on the RingCentral IT environment with the sole purpose of ensuring that the IT environment adds value, is cost effective, reliable, updated, and available to RingCentral businesses and employees.

To succeed in this Role, you must have experience in: 

  • Implement IT EUS working with IT Engineers and relevant vendors and/or internal RingCentral departments on IT solutions and processes to enhance and optimize the support provided to RingCentral personnel. 
  • Works pro-actively with Human Resources and internal IT teams to on-board new personnel providing input into continuous improvement in the onboarding process. 
  • Provide Audio/Video conference support for onsite/offsite presentations, events, and meetings 
  • Provide IT support for trade shows and other marketing/sales related events 
  • Ensure RingCentral personnel’s IT environment and configurations are maintained and updated with regards to technology and in particular security policies and company standards. 
  • Provide project management of implementations defining the project, creating a project plan, develop project description, major milestones and timelines. 
  • Provide improvement, and maintenance of IT Support services, processes and procedures. 
  • Provide service and/or technology leadership owning the direction and ensuring the roadmap of IT EUS service/technology. 
  • Follow standard ITSM/ITIL processes and procedures 
  • Provide support for day to day troubleshooting of IT EUS related issues as well as move, add, change and delete requests coming through the Helpdesk ticketing system. 
  • Ensure there is priority and focus on support for the VIP and Executives in the company. 
  • Actively participate and be available for IT related escalations as required. 
  • Participate in user/equipment moves, repair/maintenance/support of IT EUS hardware (printers, PC’s, accessories, VOIP phones, mobile phones, A/V, etc.), software (Windows OS, MS Office Suite, Virus and Spyware mitigation, RingCentral Meetings, etc..), and applications (O365, Google Drive, InContact, Google Apps, RingCentral Services, etc.) 
  • Ensure standards are in place and updated for PC configuration of hardware, operating system, drivers, accessories, audio/visual equipment, telecom, VOIP, desktop and mobile phones. 
  • Assist users in the operations of IT EUS hardware, software, applications and services 
  • Maintain asset information and management of owners’ end user devices 
  • Assist in the management of vendors such as Internet Service Providers, cable and satellite TV, networking and audio/visual providers. 
  • Maintain confidentiality and privacy in all dealings with owners and executives. 
  • Ensuring timely follow up and status updates until issue is resolved 
  • Provide communications on all escalated issues to management and other support teams. Document progress of escalated incidents. 
  • May be required to be on call 24x7 to support onsite EUS IT incidents and escalations 

Qualifications: 

  • Bachelor's degree in Information Technology, CS, MIS, Business, or related field 
  • The position is available for fresh graduates with a relevant background 
  • Experience with executive level onsite and remote support in an enterprise corporate setting 
  • Experience troubleshooting and supporting Apple, Google and Microsoft based configurations (iPad, iOS, iPhones, MacBooks, Microsoft Windows based desktops/laptops, Android devices and related software like Microsoft Office Suite, Internet Explorer, Chrome, etc.) 
  • Strong understanding with troubleshooting and problem-solving IT infrastructure services (Active Directory, Networking, Servers) and Applications (Software as a Service vendors like Rackspace, Box, Confluence, etc.) in relations to the impact on IT EUS services. 
  • Experience supporting and recommending audio / video technology and equipment (Projection, TV, PolyCom, Apple AirServer/AirPlay, ClickShare, etc.) 
  • Experience setting up, installing, cabling, maintaining office Audio/Visual, PC Laptop and network related equipment. 
  • Ability to work with little or no supervision from direct manager 
  • Strong sense of urgency with an attitude of never giving up until the issue is closed to the satisfaction of the customer. 
  • Demonstrated analytics and problem-solving skills 
  • Excellent customer service and communications-oriented skills with the ability to handle sensitive and challenging support situations with a calm and methodical approach. 
  • Self-motivated individual capable of working in a face-paced, dynamic environment 
  • Detail and results oriented; skilled at both planning and hands-on execution 
  • Ability to excel in a team-oriented, collaborative, and fast-paced environment 
  • Strong documentation skills 
  • Excellent written, verbal, and presentation skills 

What we offer: 

  • Comprehensive HMO package (medical and dental) 
  • Paid time off and paid sick leave 
  • Quarterly Performance Bonus 
  • Employee Assistance and Wellness Programs 

RingCentral’s Global Service and Support team leads the post-sale experience for it’s customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As it’s customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means. 

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: RingCentral is committed to hiring and retaining great people because you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now. 

About RingCentral/Acquire BPO 

RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc. 

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines. 

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence. 

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. 

Acquire BPO is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

By completing your application for this role, you: 

  • Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities 
  • Have read and agreed to our Data Privacy Policy 

RingCentral, Inc. is a US-based company engaged as a global provider of cloud unified communications and collaboration solutions. It is being serviced in the Philippines by its off-shore partner Acquire Asia Pacific Philippines, Inc. 

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Confirmed 17 hours ago. Posted 30+ days ago.

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