Technical Support Associate

5 days ago

Cagayan de Oro, Northern Mindanao, Philippines CyTech International Full time ₱800,000 - ₱1,200,000 per year

Role Overview:

This position is responsible for ensuring seamless system integrations, reliable network infrastructure, and effective technical support. You will configure and connect various applications and services, troubleshoot integration issues, and deploy solutions. The role also involves maintaining and monitoring LAN/WAN/VPN networks, performing diagnostics, configuring firewalls and routing, and documenting network changes. In addition, you will support basic cybersecurity measures by managing access controls, identifying vulnerabilities, and responding to security alerts. As the first line of technical support, you will provide clear guidance to users and escalate complex issues to senior engineers when necessary.

Formal Education & Certification

  • A Bachelor's Degree in Computer Science, Information Technology, or related field.
  • Preferably has previous experience in IT operations role
  • 1 year of experience in technical support or related field.

Knowledge & Experience

  • Can work onsite (Cagayan de Oro City, Philippines Office)
  • Strong English Communication skills.
  • Proven experience in technical support or IT services.
  • The role requires frequent client interaction where you will engage with clients most of the time.

Hard Skills:

  • Able to assist in connecting and configuring applications and services within an organization (e.g., integrating SaaS apps such as Microsoft 365, Oracle Cloud, or custom enterprise platforms).
  • Skilled in troubleshooting issues related to API connections, data flows, and integration pipelines.
  • Capable of supporting the deployment of integration packages, monitoring logs, and resolving errors.
  • Ability to analyse performance data, support metrics, and customer feedback to drive improvements in the team's processes.

Soft Skills:

  • Assist in managing daily tasks, guaranteeing prompt and efficient resolution of customer concerns.
  • Develop and maintain support processes and procedures to ensure consistency and high-quality service delivery.
  • Implement quality assurance practices, including reviewing tickets, providing feedback, and ensuring that issues are resolved to customers' satisfaction.
  • Strong understanding of the company's products or services and the ability to troubleshoot common technical issues.

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