IT Helpdesk Support

5 days ago

Cebu City, Central Visayas, Philippines Centrics Networks Full time

Position: IT Support Specialists

Location: Cebu IT Park, Cebu City

Job Type: Full-time (Onsite/Office)

Position Summary

The Helpdesk Support serves as the first point of contact for all technical incidents, service requests, and inquiries raised by managed customers. This role ensures timely triage, documentation, and coordination of support cases, maintaining service quality and operational efficiency across a 24x7 environment.

The Helpdesk Support acts as the communication bridge between clients and the on-call Network and System Engineers, ensuring seamless escalation and resolution of issues while upholding customer satisfaction and SLA commitments.

Key Responsibilities

  • Serve as the 
    primary contact
     for customer-reported incidents and requests via phone, email, or ticketing system.
  • Log, categorize, and prioritize
     tickets according to defined service levels and business impact.
  • Perform 
    initial troubleshooting
     for common issues (e.g., connectivity, access, hardware/software errors) and provide resolution where applicable.
  • Coordinate with 
    on-call Network and System Engineers
     for escalation of critical or unresolved incidents.
  • Ensure all cases are 
    accurately documented
    , updated, and closed with complete resolution details.
  • Monitor ticket queues and follow up with both customers and engineers to ensure timely response and resolution.
  • Provide 
    status updates and communication
     to customers throughout the incident lifecycle.
  • Conduct 
    shift handovers
     with clear documentation of ongoing cases and pending actions.
  • Track and report recurring issues or potential problem trends for review by engineering teams.
  • Maintain 
    awareness of customer environments
     and service dependencies to ensure efficient triage.
  • Contribute to the improvement of helpdesk workflows, knowledge base content, and escalation procedures.

Qualifications

Education:

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Experience:

  • At least 
    1–2 years
     of experience in IT Helpdesk, Technical Support, or similar customer-facing IT operations role.
  • Experience working in a 
    24x7 environment
     with ticket-based support workflows.
  • Familiarity with 
    ticketing and monitoring tools
     (e.g., Bolddesk, ServiceNow, ManageEngine, Zabbix, or PRTG).

Technical Competencies:

  • Basic understanding of network concepts (IP addressing, VPN, connectivity checks).
  • Familiarity with Windows/Linux systems and standard troubleshooting commands.
  • Exposure to email systems, remote access tools, and user access management.
  • Knowledge of incident escalation and SLA management.

Soft Skills:

  • Strong communication and customer service orientation.
  • Ability to remain calm and professional under pressure.
  • Detail-oriented, disciplined in documentation, and reliable in shift coverage.
  • Proactive in following up on escalated cases and ensuring closure.

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