Technical Support

This is a fully remote position, open to applicants in Philippines.

📋 Description

• The Technical Support position is tasked with delivering first-line and/or advanced technical assistance to customers, internal users, or partners.

• This role includes diagnosing and resolving technical issues, guiding users towards solutions, and maintaining a high level of customer satisfaction.

• Key Responsibilities:

• Offer technical support through phone, email, chat, or ticketing systems.

• Troubleshoot issues related to hardware, software, networks, and systems.

• Identify problems and implement effective solutions promptly.

• Refer complex or unresolved issues to higher-level support teams.

• Record incidents, solutions, and troubleshooting procedures in support systems.

• Install, configure, and maintain systems, applications, and devices.

• Assist with system upgrades, patches, and routine maintenance.

• Monitor system performance and proactively detect potential issues.

• Educate users on best practices and appropriate system usage.

• Collaborate with cross-functional teams such as IT, engineering, and product teams.

⛳️ Requirements

• Required Skills & Qualifications:

• A Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).

• Demonstrated experience in technical support, help desk, or IT services.

• Excellent troubleshooting and problem-solving abilities.

• Familiarity with operating systems (Windows, macOS, Linux).

• Understanding of networking concepts (TCP/IP, DNS, VPN).

• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira).

• Solid comprehension of hardware components and peripherals.

• Strong communication and customer service skills.

• Capacity to work independently and thrive under pressure.

🏝️ Benefits

• Preferred Qualifications:

• Certifications such as CompTIA A+, Network+, or ITIL.

• Experience in supporting enterprise applications or cloud platforms (e.g., Microsoft 365, Azure, AWS).

• Knowledge of basic cybersecurity principles.

• Key Competencies:

• Customer-focused mindset.

• Attention to detail.

• Analytical thinking.

• Time management.

• Team collaboration.

• Adaptability.

• Work Environment:

• May require shift work, including nights and weekends depending on “N” designation.

• Office-based, remote, or hybrid arrangements.

• Fast-paced support environment.