Technical Support Representative

Job Title: Technical Support Representative (Cinema Systems & Hardware)

Location: Onsite | SM Clark, Pampanga

Shift: Night Shift / Rotating (24/7 Coverage)

Salary Package: Php 34,500 (All-In)

About the Role

We are seeking a proactive and technically skilled
Technical Support Representative
to provide world-class support for our global client base. This is not your standard help desk role; you will be the front line of support for immersive cinema technologies, including
motion chair systems, side screens, and cinema infrastructure.

In this role, you will troubleshoot hardware, software, and networking issues remotely, ensuring our clients' cinema operations run smoothly. If you have a knack for problem-solving, a strong grasp of networking (LAN/IP), and a passion for entertainment technology, we want to meet you.

Key Responsibilities

1. Technical Troubleshooting & Incident Management

• Frontline Support:
  Respond to technical inquiries from global customers via phone and email, serving as the first point of contact for hardware and software issues.
• Cinema Systems Support:
  Diagnose and resolve specific issues related to
  motion chairs and side screens
  , including motion synchronization, display malfunctions, and system connectivity.
• Triage & Resolution:
  Independently resolve standard technical issues (Level C). Triage and escalate critical severity issues (Level B, A, S) to the Headquarters with comprehensive diagnostic data.

2. Network & Installation Support

• Remote Engineering:
  Conduct remote desktop sessions to assist clients with software re-installations, calibration, and hands-on troubleshooting.
• Networking:
  Configure and troubleshoot
  LAN ports, static/dynamic IP addresses, and Ethernet connections
  to ensure seamless communication between cinema systems and control software.
• Implementation Guidance:
  Guide onsite clients through the physical installation process of motion chairs and side screen systems to ensure proper integration with existing cinema infrastructure.

3. Operations & Documentation

• Ticket Management:
  Maintain detailed case notes for every interaction. Collect necessary data (system logs, error reports, reproduction steps) to speed up resolution.
• Shift Handovers:
  Ensure smooth transitions between shifts with clear documentation to maintain 24/7 operational continuity.
• Knowledge Base:
  Contribute to internal documentation to help the team resolve future issues faster.

Requirements

• Experience:
  Proven experience in Technical Support, IT Help Desk, or a specialized Customer Support role in a global environment.
• Technical Proficiency:
  Strong understanding of
  Software Installation, Basic Networking (LAN/Ethernet/IP Configuration),
  and Remote Access Tools.
• Communication:
  Excellent English communication skills (spoken and written) are non-negotiable, as you will be guiding clients through complex physical tasks remotely.
• Schedule Flexibility:
  Must be willing to work rotating shifts, including nights, weekends, and holidays (24/7 global coverage).
• Location:
  Willing to work
  Onsite at SM Clark, Pampanga.

Preferred Skills (The "Plus" Factors)

• AV & Hardware Knowledge:
  Experience with
  DMX systems
  , cables, and protocols used for controlling motion and lighting is a massive advantage.
• Industry Background:
  Previous exposure to Media, Entertainment, Cinema, or Hardware/Software Integration industries.
• Tool Stack:
  Familiarity with remote desktop tools (TeamViewer, AnyDesk, RDP) and ticketing systems (Zendesk, Jira Service Desk, Freshdesk).

The Perks & Benefits

• Financial Security:
  Php 34,500 "All-In" Salary Package.
• Health & Wellness:
  HMO coverage with
  1 free dependent
  upon hire + Life Insurance.
• Work-Life Balance:
  20 PTO credits annually.
• Cash Conversions:
  VL (Vacation Leave) and SL (Sick Leave) cash conversion options.
• Bonuses:
  Night Differential, Annual Performance-Based Merit Increases, and Employee Recognition awards.
• Equipment:
  Company laptop provided.
• Culture:
  A supportive environment focused on career growth, learning, and exposure to cutting-edge entertainment technology.