IT Support Staff

4 hours ago

Cebu City, Central Visayas, Philippines KuddleandCo Full time ₱25,000 - ₱500,000 per year

Key Responsibilities

  • User Support & Troubleshooting Serve as the first point of contact for all IT-related inquiries via chat, email, ticketing system, or phone.
  • Troubleshoot and resolve basic technical issues including: Password resets and account lockouts Email issues (login, configuration, connectivity) Software/application errors Basic network connectivity issues Printer, scanner, and peripheral device problems Provide step-by-step support to users in a clear and professional manner.
  • Device & System Support Support installation, configuration, and troubleshooting of: Desktops/laptops Operating systems (Windows/macOS) Standard office applications Approved software tools Perform basic hardware diagnostics and escalate when replacement or advanced repair is required.
  • Ticket Management Log, categorize, and prioritize all issues in the ticketing system. Ensure timely responses and resolution of Level 1 tickets. Escalate unresolved issues to Level 2/Level 3 support teams following escalation procedures.
  • Account & Access Management Create, modify, or disable user accounts following company policies. Assist with system access, permission updates, and role changes in accordance with security guidelines.
  • System Monitoring Monitor system alerts, endpoint status, and basic network indicators. Report anomalies or potential issues to higher-tier support teams.
  • Documentation & Reporting Document troubleshooting steps and resolution notes accurately. Maintain updated knowledge base articles for recurring issues. Provide daily or weekly incident reports as needed.
  • Compliance & Security Follow IT security protocols and ensure users adhere to company policies. Identify and report potential security risks such as phishing attempts or unauthorized applications.

Qualifications :

  • Basic understanding of computer hardware, operating systems, and networks
  • Experience with ticketing systems (preferred but not required).
  • Strong communication and customer-service skills.
  • Ability to follow procedures and work in a fast-paced environment.
  • Willingness to learn and escalate issues appropriately.

Job Types: Full-time, Permanent

Pay: Php20, Php25,000.00 per month

Benefits:

  • Flextime
  • Health insurance
  • Opportunities for promotion
  • Pay raise

Work Location: In person

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