IT Support Technician
Job Location:
Cebu - Philippines
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Position Summary:
The Tier 1 IT Support Technician will be the first point of contact for IT support providing technical assistance to end-users across the company. This role involves troubleshooting hardware software and network issues setting up new devices and ensuring excellent end-user supper. The ideal candidate is a problem-solver with a strong technical foundation and a passion for helping people.
Key Responsibilities
- Monitor infrastructure alerts and dashboards (NOC-style); triage respond to and escalate incidents per runbooks and SLAs.
- Execute and verify patching and update cycles across servers endpoints and third-party applications during maintenance windows.
- Respond to security alerts and events: initial investigation containment steps phishing triage and escalation to senior staff as required.
- Troubleshoot business application issues for end users from basic how-to questions through advanced diagnostics.
- Provide Level 12 end-user support (accounts access devices connectivity collaboration tools) via ticketing system chat and phone.
- Document all work in the ticketing system; create and improve knowledge-base articles and runbooks.
- Hand off open issues cleanly to the U.S. day team with clear status notes.
Qualifications & Skills
Required:
- 1 years of experience in IT support help desk or a related role.
- Proficiency in Windows 10/11 macOS and Microsoft 365 applications.
- Basic understanding of networking fundamentals (TCP/IP Wi-Fi VPN DNS).
- Strong troubleshooting skills for hardware software and peripherals.
- Ability to explain technical concepts to non-technical users with patience and clarity.
- Excellent customer service problem-solving and communication skills.
Preferred:
- IT certifications such as CompTIA A ITIL Foundation or Microsoft 365 Certified.
- Experience with Active Directory Group Policy and remote desktop tools.
- Familiarity with ticketing systems (NinjaRMM Zendesk or similar).
- Exposure to logistics transportation or warehouse environments is a plus.
Required Experience:
IC
About Company
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