Technical Support Assistant

4 days ago

Makati City, National Capital Region, Philippines Fairy light International corp Full time ₱250,000 - ₱350,000 per year

Key Responsibilities and Duties

The duties of a Technical Support Assistant typically focus on direct support, troubleshooting, and system maintenance.

Troubleshooting and Customer Support

  • Respond to Inquiries: Answer and respond to technical support requests via phone, email, chat, or in-person.
  • Troubleshoot Issues: Diagnose and resolve basic to intermediate hardware, software, and network problems (e.g., operating system errors, application crashes, printer issues, password resets).
  • Provide Guidance: Offer step-by-step instructions and technical assistance to users to help them resolve issues themselves.
  • Escalate Problems: Direct complex or unresolved technical issues to senior technical staff or specialized IT teams.
  • Follow Up: Ensure timely resolution and follow up with users to confirm that their issues have been completely fixed and they are satisfied.

System and Equipment Management

  • Installation and Configuration: Assist with the installation, configuration, and maintenance of computer hardware (desktops, laptops, peripherals) and software applications.
  • Account Management: Set up new user accounts, manage permissions, and resolve access-related issues.
  • Maintenance: Perform minor maintenance and repairs on equipment, and support the roll-out of new applications and system upgrades.
  • Testing: Participate in testing new software and hardware to ensure compatibility and functionality.

Documentation and Reporting

  • Log Interactions: Accurately document all customer interactions, technical issues, and resolutions in a help desk ticketing system (e.g., Zendesk, Service Now).
  • Create Resources: Assist in creating and maintaining knowledge base articles, user guides, and procedural documentation to help users and streamline future support.
  • Report Trends: Track and report on common technical issues and support activities to identify areas for process improvement.

Job Types: Full-time, Permanent

Work Location: In person

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