CX Technical Support

CX Technical Support (IT Helpdesk & VoIP)

Location: Cebu/Clark, Philippines

Employment Type: Full-Time, On-site

About XCELIT

XCELIT's Purpose: We believe technology should empower people and enterprises. XCELIT exists to give our clients the confidence to grow, innovate, and thrive, knowing their people, their data, and their reputation are always protected.

XCELIT's Philosophy: Excellent IT Delivered through practical, affordable, and business-aligned managed services.

Our expert teams provide proactive real-time support, real-time security, and strategic consulting, so our clients can focus on realising their vision and achieving business outcomes.

Role Overview

As a CX Technical Support Technician, you will deliver L1–L3 IT Helpdesk and VoIP support. This includes Microsoft 365, Windows, networking, and Active Directory, as well as Microsoft Teams Voice and 3CX Cloud PBX platforms. You will play a key role in ensuring reliable communication systems, rapid resolution of IT issues, and an exceptional customer experience.

Key Responsibilities

· Provide prompt L1, L2, and L3 IT Helpdesk support across Microsoft 365, Windows, networking, and Active Directory.

· Configure, manage, and troubleshoot 3CX Cloud PBX (extensions, call flows, SIP trunks, IVR, voicemail, softphones).

· Support Microsoft Teams Voice and telephony/contact centre solutions (policies, calling plans, number assignments, integrations).

· Assist with onboarding and deployment of IT and communication systems (3CX/Teams Voice rollouts, migrations, upgrades).

· Perform user administration in Active Directory and Azure AD.

· Diagnose and resolve VoIP, endpoint, and network issues; escalate to senior engineers or vendors (Microsoft, SIP providers, carriers) when required.

· Deliver consistent, high-quality customer service via phone, email, chat, and remote sessions.

· Document tickets, resolutions, and system configurations in the ticketing system.

· Contribute to internal knowledge base, SOPs, and best practices for IT and VoIP.

· Undertake service desk projects such as hardware/software deployments and system patching.

· Educate end-users on IT and security best practices to improve adoption and resilience.

Requirements

· 3+ years' experience in IT support/helpdesk or systems administration.

· Hands-on experience with 3CX, Microsoft Teams Voice, or other VoIP/PBX platforms.

· Strong background in Microsoft 365 (Exchange Online, SharePoint, OneDrive, Intune).

· Knowledge of Windows OS, networking concepts (VPNs, firewalls, DNS, DHCP, SIP).

· Familiarity with IT ticketing systems.

· Excellent written and spoken English; professional and client-focused communication skills.

· Logical thinker with strong troubleshooting ability and customer service mindset.

· Ability to work independently, escalate issues, and manage competing priorities.

Nice to Have:

· Scripting skills (PowerShell, Python, JavaScript).

· Familiarity with Linux or AWS/cloud infrastructure.

· 3CX certification (Basic/Intermediate/Advanced).

· Microsoft certifications (MS-900, MD-100/101, AZ-900).

· ITIL Foundation or HDI certifications.

Our Culture

· Serve: Customer-first mindset, always adding value to their business.

· Respect: Collaboration and continuous improvement for the greater good.

· Integrity: Every commitment is kept without compromise.

· Teamwork: We break down barriers and work as one.

What We Offer

· Competitive salary and benefits package above industry average.

· Training and certification pathways (Microsoft, 3CX, CompTIA).

· Ongoing professional development and exposure to emerging technologies.

· A collaborative, global team culture.

· Opportunities for career growth in IT, Cloud Communications, and Cybersecurity.

Job Type: Full-time

Pay: Php30, Php40,000.00 per month

Ability to commute/relocate:

• Cebu City: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• This role is customer facing, at the client site, you would be in our IT Team, responding to tickets but also available for client issues at the site. Do you have client facing experience?

Experience:

• IT Helpdesk: 3 years (Required)

Language:

• English (Required)

Work Location: In person