Technical Support Specialist L1

2 days ago

Taguig, National Capital Region, Philippines Private Advertiser Full time $40,000 - $100,000 per year

We are looking for a highly skilled Technical Support / Service Desk Specialist (L1) to join our team. This role focuses on resolving escalated technical issues, providing excellent customer support, and ensuring the smooth operation of IT systems for our clients. You will collaborate with multiple IT teams, document processes, and contribute to continuous improvement initiatives.

Key Responsibilities:

Incident Resolution:

  • Analyze and resolve escalated technical issues beyond L1 support.
  • Investigate, diagnose, and implement effective solutions.

Customer Support:

  • Provide high-quality service to end-users and communicate technical information clearly.
  • Manage customer expectations and keep users informed about issue status.

Troubleshooting & Collaboration:

  • Conduct in-depth troubleshooting of hardware, software, and network issues.
  • Collaborate with other IT teams for complex problem resolution.

Documentation & Knowledge Management:

  • Maintain records of reported issues and their resolutions.
  • Create knowledge base articles to facilitate faster future resolutions.

Escalation & Continuous Improvement:

  • Escalate issues to L3 support or specialized teams when required.
  • Identify areas for process improvement and enhance support workflows.

User Training & System Administration:

  • Provide training and guidance to end-users.
  • Perform system administration tasks, including account management, permissions, and monitoring.

Software Updates & Patch Management:

  • Assist in deploying software updates, patches, and security fixes.
  • Ensure systems are up-to-date and secure.

Remote Support:

  • Provide remote assistance using desktop tools for geographically distributed users.

Additional Responsibilities:

  • Meet personal KPIs consistently.
  • Assist Service Desk Team Leader in daily operations and administrative tasks (e.g., Office 365 administration, alert handling).
  • Follow company policies and ITIL-compliant procedures.

Qualifications:

  • Bachelor's degree in Computer Science or related field preferred.
  • Minimum 1 year of technical experience in Service Desk or customer-facing technical support roles.
  • Microsoft certifications (MCSA, MCP) preferred.
  • Cisco certifications (CCNA) advantageous.
  • Experience in Managed Services or Professional Services environments is a plus.
  • Strong understanding of ITIL framework.

Why Join Us:

  • Work in a dynamic, supportive, and innovative IT environment.
  • Opportunities for professional growth and skills development.
  • Be part of a company that values continuous improvement and collaboration.

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