IT Infrastructure Support Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines beBeeTechnical Full time ₱80,000 - ₱100,000
Job Title: IT Infrastructure Support Specialist

This role requires a skilled IT professional to provide timely and exceptional customer service, resolve Level 1 and Level 2 incidents, and maintain accurate documentation.


Key Responsibilities:
  • Resolve Level 1 and Level 2 incidents and follow escalation protocols
  • Continuously review all tickets and statuses in your queue.
  • Respond promptly to colleagues, end users, and partners.
  • Follow company, partner, and customer security protocols at all times.
  • Assess tickets, escalate when necessary, and document steps thoroughly.
  • Ensure issues are fully resolved and verified with customers before closing tickets.

 

Additional Responsibilities:
  • Provide timely and exceptional customer service
  • Attend appointments and meetings on time.
  • Set clear expectations with colleagues, partners, and end users.
  • Communicate clearly via chat, email, and phone using professional language.
  • Keep users updated frequently and provide proactive follow-ups.
  • Deliver warm, friendly, and solution-focused customer service.

Requirements:
  • Minimum IT diploma level education and relevant Microsoft IT certification.
  • Minimum 1 year in a Level 2 role or 2+ years in Level 1 with proven L2 skills.
  • Minimum 2 years in a B2B IT support role.
  • Strong knowledge of Microsoft desktop OS, Microsoft 365/Office 365, virtualization, and networking.
  • Experience with FortiGate Firewalls, remote desktop tools (e.g., TeamViewer), and documentation/IT diagrams.
  • Strong customer service skills and fluent verbal/written English.
  • Certifications (e.g., Microsoft, Cisco) are a plus.

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