IT Technical Support Specialist

2 days ago

Quezon City, National Capital Region, Philippines SVEN Full time $3,000 - $6,000 per year
  • Ensure client satisfaction through smooth project continuance and ongoing support for technical projects from various CMS platforms, various Software as a Service (SaaS) platform that will be used to support depending on client requirements.
  • Manage the end-to-end operations from different CMS/platforms.
  • Maintain and update content across websites built on different platforms (PHP, WordPress, Drupal etc.)
  • Ensures web optimization from content management
  • Ensures consistency, accuracy and timely publishing of web content
  • Troubleshoot basic CMS issues and coordinate with developers if needed.
  • Respond to client concerns or inquiries about troubleshooting L1 issues and requests through different channels: Email, Jira, Mobile, SMS
  • Service Desk and Ticket management –ensures timely -time to respond and time to resolve based on SLA
  • Provides reports on issues, and escalates to the team when needed
  • Prepare and analyze web/mobile/server reports, and provide insights on performance
  • Create communications related to technical projects, including new features, downtime, upgrades, etc.
  • Develop user/admin manuals and lead user training on using our tools and platforms
  • Extracts and consolidates data from various database portals
  • Process large datasets using Microsoft Excel with advance formula and/or PowerBI if needed
  • Create, analyze and interpret reports to support business decisions
  • Provides clear insights and recommendations based on processed data.
  • Attends clients' meetings, takes notes, captures action items and follows through on deliverables
  • Manage multiple client requests with professionalism and customer-centric mindset
  • Handles various personalities with tact and diplomacy
  • Meet deadlines and prioritize tasks efficiently with minimum supervision


Requirements
  • Bachelor's degree in Information Technology, Computer Science, Communication or other related fields
  • At least 1-2 years' experiencein IT support, data analysisor related support role
  • Must have experience in helpdesk andclient supportthru Service Desk management such as Jira.
  • Must have hands-on experience in different CMSplatforms like PHP-based CMS, WordPress, Drupal and the like)
  • Experience in basic coding in HTML is a must and other coding languages are a plus.
  • Proficient in Microsoft Excel with knowledge of advancedformulas and data handling


Benefits DIGITAL WORK MADE REFRESHING FOR YOU
Digital isn't the easiest industry to be part of — it's always on and always evolving. The client pressure is real, but with the right support and programs in place, you'll know you've got it — and we gotchu too as part of one of only two agencies in the Philippines certified as a Great Place to Work.

BEST SUPPORT FAM

  • Immerse in a supportive atmosphere with uplifting mentors and teams.
  • Vibe with us through monthly employee programs and events
  • Get recognized for your hustle – we celebrate wins

DIGITAL 1ST PRODUCTIVITY

  • Level up on efficiency through Digital 1st equipment, tools, and systems.
  • Boost your skills with in-house learning programs and company-sponsored training.
  • Stay agile by adhering to SCRUM and Agile methodologies and rituals

FULFILLING BREAKTHROUGHS

  • Own your career path with regular appraisals and growth opportunities.
  • Rotate through diverse projects, gaining exposure to different languages, frameworks, and platforms.
  • Use your leaves in any way you like – for catching up, pursuing your passions, or contributing to the community.
  • Stay healthy and secured with HMO and life insurance, plus all-around support from different experts on mental health, nutrition, finances, and more.


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