L1 Technical Support

1 week ago

Iligan, Northern Mindanao, Philippines Strategic Networks, Inc. Full time ₱16,000 - ₱32,000 per year

A. Incident and Service Management

●       Serve as the first line of support for all IT-related issues (hardware, software, network, and access issues).

●       Receive and log incidents from multiple official channels

●       Perform initial diagnosis and provide first-contact resolution whenever possible.

●       Categorize and prioritize incidents according to defined service level agreement guidelines.

●       Escalate unresolved issues to Level 2/3 support teams following escalation procedures.

●       Track, update, and close incidents ensuring accurate and complete documentation.

●       Monitor incident queues to ensure timely response and SLA compliance.

B. Service Request Management

●       Handle standard service requests with agreed approximate resolution time of less than 0.25 hours.

●       Validate service requests for completeness and authorization before escalating to proper fulfiller

●       Process approved requests according to documented workflows.

●       Ensure timely closure of assigned service requests per SLA.

C. Communication & Customer Support

●       Provide professional, customer-oriented communication with end users.

●       Give users status updates for assigned ongoing tickets.

●       Offer guidance on IT policies, basic troubleshooting steps, and common user issues.

●       Provide instructions for self-service tools when applicable.

D. Monitoring & Reporting

●       Create and update daily operational logs and shift reports.

●       Identify recurring issues and notify IT Service Delivery Team for review

●       Review the "Unassigned" queue for tickets for proper delegation and report tickets approaching SLA breach.

●       Select the precise Category and Sub-category to ensure accurate reporting.

●       Verify that all necessary support tools (remote desktop, AD Admin Center, telephony software) are functional. Report any internal tool outages to the IT Services Delivery Lead immediately.

E. Knowledge Management

●       Use knowledge base articles for standardized troubleshooting.

●       Create/update knowledge base articles (KBs) for known errors and solutions.

Provide feedback on missing or outdated KB documentation.

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