IT - Technical Support

5 days ago

Clark Freeport Zone, Philippines Nova Team Solutions Full time

The Technical Support Specialist will be the first point of contact for clients raising support requests. This role is responsible for ensuring timely and professional communication throughout the lifecycle of each ticket — from triage through to resolution or escalation.

The role involves managing the support queue, maintaining service levels, and ensuring client issues are clearly understood and routed appropriately. The specialist will also assist with onboarding new clients, preparing configuration templates, and maintaining up-to-date support documentation and how-to guides.

A key part of the role is to perform initial troubleshooting and root-cause analysis to help identify patterns or potential issues, enabling faster resolution by engineering teams. The position also supports ongoing platform reliability through daily system and security checks, monitoring integration notifications, and preparing monthly summaries of support activity and performance metrics.

The ideal candidate is detail-oriented, proactive in communication, and interested in developing a career in software or platform support.

  • Diploma or degree in Information Technology, Computer Science, or related field preferred

  • Technical Requirements

Microsoft knowledge:

  • Strong understanding of Microsoft 365 tools (Outlook, Teams, SharePoint)

Software knowledge requirement:

  • Experience in troubleshooting and supporting Web applications and/or APIs
  • Experience in supporting data integration flows and reporting tools
  • Familiar with collaboration tools like Slack, Teams
  • Basic understanding of DNS configurations and MFA setup
  • Familiar with ticketing or helpdesk tools (e.g., Zendesk, Jira Service Management)
  • Good analytical and troubleshooting skills — able to identify potential root causes and provide useful insights to Level 2 support
  • Knowledge of coding or scripting language.

PC set or Laptop:

  • Yes, standard support workstation

Other hardware to use:

  • Headset and dual monitors for multitasking

Job Type: Full-time

Benefits:

  • Company events
  • Free parking
  • Health insurance
  • Opportunities for promotion
  • Paid training

Work Location: In person

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