Service Technician

2 weeks ago

Work from Home, Philippines Agilitec IT, LLC Full time ₱960,000 - ₱1,920,000 per year

Work Setup: Fully Remote

Work Schedule: Monday Friday, Pacific Time

Note: With a chance of a salary increase after 3 months, based on performance evaluation.

Job Overview

We are seeking a Service Technician to provide Level 1 and Level 2 technical support for our managed IT services clients. This role focuses on resolving routine technical issues, maintaining excellent client communication, and developing technical expertise through hands-on problem-solving. You'll work alongside our technical team to deliver timely, high-quality support while building the skills needed to advance to a Technical Engineer position.

Why This Role Matters: You'll be the frontline technical resource, ensuring our clients receive prompt and professional support for their day-to-day IT needs. Your growth from Level 1/2 support to more complex technical challenges create a clear pathway to Technical Engineer responsibilities.

Key Responsibilities

Technical Support Delivery

  • Level 1/2 Issue Resolution: Handle routine technical support requests including password resets, access issues, basic troubleshooting, and standard user support
  • Remote Troubleshooting: Use remote access tools to diagnose and resolve client technical problems efficiently
  • Ticket Management: Properly document all work in HaloPSA with clear descriptions, resolution steps, and time tracking
  • User Support: Assist end users with common applications, Windows workstations, email, and business productivity tools
  • Basic Network Issues: Troubleshoot connectivity problems, printer issues, and basic networking concerns
  • Software Support: Help users with Microsoft 365, common business applications, and standard software issues
  • Hardware Triage: Diagnose hardware problems and coordinate appropriate solutions or escalations
  • Documentation Review: Follow existing procedures and runbooks to ensure consistent service delivery

Client Communication & Service Excellence

  • Professional Interaction: Communicate clearly and professionally with clients via phone, email, and chat
  • Status Updates: Keep clients informed of ticket progress and set appropriate expectations for resolution timelines
  • Client Satisfaction: Ensure positive client experience through responsive, empathetic, and solution-focused support
  • Escalation Communication: Clearly document issues requiring escalation and provide thorough context for senior technicians
  • Real-Time Responsiveness: Maintain visibility during work hours with prompt responses to client inquiries
  • Service Standards: Meet company SLA requirements for response times and resolution quality

Required Qualifications

Technical Foundation

  • IT Fundamentals: Working knowledge of Windows operating systems, basic networking concepts, and common business applications
  • Troubleshooting Skills: Logical problem-solving approach with ability to diagnose common technical issues
  • Remote Support: Experience or comfort with remote desktop tools and remote troubleshooting techniques
  • Documentation: Ability to clearly document technical issues, troubleshooting steps, and resolutions
  • Learning Aptitude: Willingness to learn new technologies and expand technical capabilities over time

Experience Requirements

  • 1-3 years in IT support, help desk, or technical support role OR equivalent technical education
  • Experience with ticketing systems and structured support workflows preferred
  • MSP or IT services environment experience is a plus but not required
  • Customer service experience demonstrating professional client interaction

Please note that you only have to submit once. Or you can also send a link of your resume here.

https://www.careers-

Thank you We wish you the best of luck in your application.

Job Type: Full-time

Pay: Php80,000.00 per month

Benefits:

  • Promotion to permanent employee
  • Work from home

Work Location: Remote

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