Level 1 Technical Customer Support

4 weeks ago

Cebu City, Central Visayas, Philippines Smartsourcing Full time
Overview

We're Smartsourcing and we need a full-time, onsite Technical Support Specialist to take our client's IT game to the next level. Whether it's solving tricky tech puzzles, rolling out new systems, or streamlining upgrades, you'll be at the heart of every innovation. Here, your expertise will keep the business ahead of the curve and running at full speed.

As a Technical Support Specialist, you will provide support to our client's network in all facets of IT including software implementations, integrations, software and service-related problems.

Responsibilities
  • Project-manage new IT projects for the group, working with the team to ensure successful implementation.
  • Test new solutions and present results to the business to ensure timely and effective implementation.
  • Manage and resolve second-level queries, including emails and online tickets through Asana.
  • Provide second-level technical assistance and maintenance support for software, hardware, and applications.
  • Coordinate system upgrades, installations, integrations, customisations, configurations, and the testing of new systems and hardware.
  • Ensure that effective communication, customer service, cross-unit collaboration, and teamwork are a high priority and that performance is managed effectively.
  • Organise, schedule, and implement IT tasks and projects.
  • Handle operational and staff issues, liaise with other team members, and escalate matters to the Operations & IT Manager as necessary.
  • Assist in all aspects of IT support from Level 1 upwards.
  • Provide complete documentation for integrations.
  • Assist with application errors and system issues.
  • Support desktop and network troubleshooting.
  • Follow through with IT development tasks and updates for new IT developments.
  • Troubleshoot complex technical problems.
  • Assist with telephone queries as required and answer routine questions.
  • Train team members on processes and functions.
  • Contribute to a safe work environment by reporting hazards and incidents.
  • Comply with internal and external compliance requirements and directives as communicated by management.
  • Be accountable for compliance with internal policies and all applicable external laws and standards.
Qualifications
  • Systems knowledge – ability to acquire new knowledge and apply it to assist team members
  • Windows operating systems
  • MS Office applications
  • TCP/IP networking
  • Active Directory and SQL
Nice to have
  • Willingness to work on rotational shift schedules
  • Ability to prioritise tasks effectively
  • High level of accuracy and attention to detail
  • Great team spirit
  • Ability to adapt to change and work in a fast-paced environment
  • Ability to work autonomously
  • Excellent communication skills (written and verbal)
Why You'll Love Working Here

Smartsourcing is recognized as a Great Place to Work. We offer:

  • HMO coverage for you and dependents from Day 1
  • Group life insurance from Day 1
  • Free lunch and soft breakfast every day
  • Free coffee every day (barista-made)
  • Night diff for night shifts
  • Sports wellness clubs and activities
  • Performance bonuses (monthly, quarterly, and yearly)
  • Exclusive discounts at select restaurants and merchants
  • Community give-back programs and personal development workshops

We're building something that matters here – a place where good work meets good culture.

How to Apply

Level up your career—step into a role where every solution you create makes an impact. Apply now at Smartsourcing.

Note: This listing includes general information and may be subject to change. Referrals increase your chances of interviewing at Smartsourcing.


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