IT Support Level 1 | Cebu

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CX IT Support

Location : IT Park, Cebu

Shift : 7AM-4PM, Mon-Fri

Arrangement : Onsite

Unlock your potential

The CX IT Support serves as the primary point of contact for customers seeking technical assistance or troubleshooting support. They provide frontline support by diagnosing, troubleshooting, and resolving common IT problems or escalating more complex issues to higher-tier support. Their primary goal is to ensure minimal disruption to business operations by delivering timely and effective IT assistance through case management.

Responsibilities

+ Diagnose, troubleshoot, and resolve hardware, software, and network connectivity issues to minimize user downtime.

+ Set up and configure new PCs and laptops with required software, security settings, and user preferences.

+ Replace and maintain hardware components and accessories to ensure optimal functionality.

+ Manage workstation setups, including seat movements and transfers, ensuring a seamless transition for team members.

+ Supports the employee offboarding process by evaluating and verifying the condition of assigned equipment.

+ Collaborate with IT teams to escalate and resolve complex issues efficiently, ensuring a smooth support experience.

+ Manage cases effectively by proactively communicating updates to the customers and the stakeholders on the case progress, resolution times and next steps.

Key Qualifications/Experience

+ At least 2 years of experience in a technical support role

+ At least 1 year of experience in case management

+ Knowledgeable in networking (IP configuration, VPN troubleshooting)

+ Ability to perform remote troubleshooting using remote desktop tools.

+ Excellent problem-solving and troubleshooting skills

+ Proficiency in using IT service management tools and software

+ Proficient in Microsoft productivity tools including Dynamics 365

What’s in it for you?

• Health Insurance, and Life Insurance coverage
• 21 annual paid leaves
• Annual increase (Annual Performance Review)
• Tenure Recognition Program
• Access to certifications and courses from Ab2 Institute of Accounting
• 20+ options of free coffee and chocolate drinks
• Billiards, table tennis, or foosball in our breakout room
• Work-life balance and logging off on time for you to enjoy more personal time.
• A genuinely diverse, caring, supportive and high achieving team environment.
• Ongoing training, development and career progression opportunities

We live by our VALUES to cultivate and foster growth and innovation.

BE AWESOME: Exceptional individuals create collective genius. We celebrate success, reward outstanding performance, and make work fun by fostering a supportive and inspiring environment.

KEEP IT REAL: We value honesty, accountability, and open communication. We own our actions, prioritize compassion, empathy, and understanding, and foster meaningful conversations.

BRING THE WOW: We strive for excellence in everything we do. Going the extra mile is our standard, as we are committed to delivering outstanding results.

DREAM BIG: We embrace a culture of continuous learning, exploration, and improvement. With ambitious goals, we constantly seek knowledge and self-improvement.

Visit us at:

Join TOA Global and experience the difference

We passionately embrace diversity and inclusion in all aspects of our organization. We believe by fostering an environment that values and celebrates individuals from diverse backgrounds, we unlock innovation, drive creativity, and amplify our ability to serve our customers and communities with excellence.

• Seniority level Associate

• Employment type Full-time

• Job function Information Technology
• Industries Outsourcing and Offshoring Consulting, IT Services and IT Consulting, and IT System Operations and Maintenance

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