IT Support Specialist

1 week ago

Iloilo City, Western Visayas, Philippines XtendOps Full time ₱300,000 - ₱480,000 per year

Job Summary:

The IT Support Specialist position is a frontline role responsible for providing technical assistance and troubleshooting for staff IT needs. This role ensures smooth operations, resolves everyday IT issues, escalates complex cases appropriately, and contributes to department innovation. The specialist also supports Quality Assurance (QA) testing to aid product development.

Major Areas of Responsibility:

Helpdesk Support:

● Act as the first point of contact for staff IT issues.

● Troubleshoot and resolve common tickets efficiently.

● Document solutions in a knowledge base for reuse.

Onboarding & Offboarding:

● Provision/deactivate accounts as needed.

● Ensure staff have the proper access on day one.

● Support structured offboarding to maintain security.

● Collect insights to improve IT processes during onboarding/offboarding.

Escalation Management:

● Recognize when an issue requires Tier 2+ intervention.

● Escalate with clear context and supporting documentation.

● Track escalated tickets through resolution.

Innovation & Continuous Improvement:

● Operate and help improve internal processes.

● Identify and analyze recurring issues.

● Recommend solutions to eliminate repeat tickets.

● Collaborate with IT Leadership to streamline IT workflows.

Tier 1 QA Support / Collaboration with Software Development:

● Triage (document, categorize, validate, and escalate) user-submitted issues

● Validate resolved issues and coordinate communications with users

● Execute manual QA test cases during new feature development

● Report and document bugs, user suggestions, and opportunities for improvement for developer review ● Support new user training, demoing

Qualifications :

● Strong communication: Effectively conveys technical information to users with various levels of technical proficiency.

● Excellent problem-solving: Efficiently diagnoses and resolves a wide range of technical issues.

● Technical proficiency: Solid understanding of operating systems (Windows, MacOS), common applications, networking basics, and hardware components.

● Customer-centric: Prioritizes user satisfaction and a positive support experience.

● Time management & organization: Balances multiple requests, prioritizes urgent tasks in a fast-paced environment.

● Help desk software familiarity: Experience with ticketing, remote support, and diagnostic tools.

● Attention to detail: Thoroughly documents issues/solutions, meticulously follows procedures.

● Adaptability: Embraces new technologies and evolving work environments.

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