Technical Support Representative

4 days ago


Quezon City, National Capital Region, Philippines JK Network Services Full time

We are seeking a Technical Support Representative to join our team. As a Technical Support Representative, you will provide technical assistance to our clients via phone, email, and chat.

Job Responsibilities:

  • Provide L1 technical support for IT-related queries
  • Troubleshoot hardware, software, and network issues for end-users
  • Log, track, and escalate tickets using ITSM tools
  • Reset passwords, manage user access requests, and ensure security compliance
  • Follow ITIL best practices for incident, problem, and change management
  • Collaborate with L2/L3 teams for complex issue resolution
  • Maintain a knowledge base and document troubleshooting steps
  • Provide remote desktop support and guide users through troubleshooting steps
  • Ensure SLA compliance and timely issue resolution

Required Skills and Qualifications:

  • At least 1 year of experience in IT Service Desk, Helpdesk (Hardware and Software)
  • Strong knowledge of Windows OS, MS Office, Outlook, and Active Directory
  • Experience with ITSM tools like ServiceNow, BMC Remedy, or equivalent
  • Ability to work in shifting schedules
  • Willingness to work onsite


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