Technical Support Representative

2 days ago

Manila, National Capital Region, Philippines Pearson Full time ₱180,000 - ₱360,000 per year

Azure Virtual Desktop Support

Important Note: This is a Limited Temporary Position.

Contract Duration: 5-6 Months with possibility of extension ( January to July, 2026)

About the Role

We are seeking a detail-oriented, customer-focused Azure Virtual Desktop (AVD) Support Representative to provide high-quality technical assistance to internal employees. In this role, you'll help troubleshoot AVD-related issues, support remote staff, and ensure inquiries are resolved efficiently and professionally—often on first contact.

Education, Skills and Knowledge

  • College coursework or technical training preferred, or an equivalent combination of education and experience.
  • Must possess excellent customer service skills.
  • Call center experience is preferred.
  • Basic understanding of software, hardware, and connectivity troubleshooting principles.
  • A very friendly and helpful attitude and the ability to manage simultaneous tasks.
  • Strong teamwork and collaboration skills.
  • Must have excellent oral and written communication skills.
  • Reliable attendance and punctuality are required.
  • Experience working with a PC and a Windows environment is required.
  • Experience working with a Mac is preferred but not required.
  • Ability to learn new systems, follow documented processes, and apply solutions consistently.

Basic Purpose and Objectives

Provide exceptional general and technical support to internal customers by maintaining a patient, professional demeanor and focusing on prompt, attentive, and efficient first-contact resolution.

Overall Functions and Responsibilities

  • These positions will include shifts which cover center hours from 7am to 11pm Monday through Friday and 9am to 5pm on Saturday and Sunday.
  • May be required to work a rotating shift schedule and weekends.
  • Provide accurate and timely answers to internal customer questions or concerns via phone or email.
  • Diagnose and resolve technical issues using documented processes while maintaining a courteous, customer-focused approach.
  • Contact remote employees in a supportive and efficient manner.
  • Escalate unresolved or complex issues to the appropriate teams for resolution.
  • Independently resolve routine issues and notify management of urgent or unusual cases that require immediate attention.
  • Provide complete documentation of issues handled.
  • Stay current on system updates, known issues, and support resources. 
  • Perform other related duties as assigned.

Working Conditions

Remote (Work from Home) Office Environment

NOTE: Hours may vary or change, depending upon needs of business.

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