Technical Support Specialist

7 days ago

Tanauan, Calabarzon, Philippines beBeeService Full time ₱3,500,000 - ₱5,500,000
Job Role:

We are seeking a skilled Service Desk Technician to join our team, responsible for providing advanced technical support to resolve escalated issues.

This role requires a strong technical background, excellent problem-solving skills, and a customer-focused approach.

The successful candidate will act as a bridge between Level 1 support and more specialized IT teams, ensuring timely resolution of complex issues.

  • Provide technical assistance to customers by diagnosing and resolving hardware, software, OS related, M365, and basic network issues.
  • Investigate problems thoroughly, using available resources such as documentation, knowledge bases, and collaboration with other technical teams.
  • Handle escalated tickets from Level 1 support, ensuring prompt and effective resolution.
  • Evaluate the severity of issues, prioritize accordingly, and work diligently to find solutions within stipulated timelines.
  • Escalate unresolved issues to Level 3 or specialized teams as necessary.
  • Collaborate with cross-functional teams such as NOC and L1 to ensure a seamless customer experience.
  • Conduct root cause analysis for recurring issues and provide recommendations for resolution.
  • Document resolutions and update knowledge base articles.
  • Configure, install, and troubleshoot hardware such as desktops, laptops, printers, and peripherals.
  • Manage software installations, updates, and troubleshooting.
  • Assist with user account management (Active Directory, email, and other systems).
  • Monitor system performance and report anomalies to relevant teams.
  • Assist in maintaining and updating IT inventory and asset management systems.
  • Provide high-level customer service to ensure user satisfaction.
  • Communicate effectively with end-users via phone, email, chat, keeping them informed of ticket progress and resolutions.
  • Maintain accurate incident, solution, and process documentation, contributing to the knowledge base.
  • Ensure compliance with company IT policies and procedures.

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