IT Support Executive

Personal Collection Direct Selling Inc.; Petaling Jaya; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Monthly complimentary products

APAC exposure

Career growth opportunities

Collaborative culture

Job summary

Personal Collection Direct Selling Inc. is seeking a capable IT support engineer to provide Tier 2/3 technical support across phone, email, chat, and remote sessions.

You will diagnose complex issues with Windows, Linux, and macOS, and coordinate with cross-functional teams to resolve outages and improve service. The role requires strong networking, scripting, SQL, and virtualization experience, plus clear communication to non-technical users.

Qualifications

• Experience supporting Windows, Linux, and macOS.
• Strong networking knowledge and TCP/IP troubleshooting.
• Scripting and automation experience is a plus.
• Proficient with SQL for data queries.
• Familiarity with virtualization and cloud platforms.
• Experience with ticketing software.

Responsibilities

• Provide Tier 2/3 support via phone, email, chat, and remote sessions.
• Diagnose complex product, OS, and connectivity issues using logs and queries.
• Prioritize tickets by severity and document actions in the ticketing system.
• Coordinate with Development, QA, Infrastructure to escalate and test fixes.
• Maintain and monitor IT systems, deployments, and config changes.
• Assist with product readiness, updates, and promotions verification.
• Deliver clear technical communication to non-technical users.

Skills

Windows OS

Networking TCP/IP

Scripting Python

SQL querying

VMware/Hyper-V

Cloud basics

Helpdesk tools

Analytical thinking

Clear communication

Tools

Zendesk

ServiceNow

Jira

Mojo Helpdesk

Job description

About Personal Collection Direct Selling Inc.

Personal Collection Direct Selling Inc. is one of the leading direct-selling businesses in the Philippines, providing quality and affordable products that improve everyday living for every Filipino. For more than 20 years, we've empowered entrepreneurs, employees, and dealers to grow with purpose. At PC, together, we make lives and careers great.

What You'll Do:

• Provide Tier 2/Tier 3 technical support through phone, email, chat, and remote assistance by diagnosing complex product, application, hardware, operating system, and connectivity issues using logs, system dumps, code review, SQL queries, and network troubleshooting tools.
• Troubleshoot and resolve technical issues by identifying root causes and implementing appropriate fixes, workarounds, configuration changes, and other solutions to restore system functionality and minimize service disruption.
• Manage and prioritize support tickets based on severity, business impact, and Service Level Agreements (SLAs), ensuring accurate documentation of issues, troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
• Coordinate with customers and internal technical teams, including Development, Quality Assurance, Infrastructure, and other stakeholders, to escal complex issues, provide detailed analysis and reproduction steps, and test and validate fixes, patches, and software updates.
• Maintain and monitor IT systems and infrastructure by installing and configuring hardware, operating systems, and applications; monitoring system and network performance; and supporting product deployment, migration, integration, and connectivity requirements.
• Support system updates and product readiness by setting up items, bundles, and promotions; performing quality assurance testing; validating new configurations in production; monitoring product availability; and raising concerns or issues requiring resolution.
• Deliver effective customer service and organizational support by communicating technical information clearly to non-technical users, conducting post-resolution follow-ups, providing feedback for process and documentation improvements, participating in company and cross-functional activities, complying with policies and regulations, and performing other related duties as assigned.

What Makes You A Great Fit:

• Proven experience with Windows, Linux, and/or macOS operating systems.
• Strong knowledge of networking protocols (TCP/IP, DNS, DHCP) and network troubleshooting.
• Familiarity with scripting languages (e.g., Python, Bash, PowerShell) for automation.
• Working knowledge of SQL for database querying and troubleshooting.
• Experience with virtualization (VMware, Hyper-V) and/or cloud platforms (AWS, Azure, GCP).
• Proficiency with Help Desk/Ticketing software (e.g., Zendesk, ServiceNow, Jira, Mojo Helpdesk).
• Good analytical and diagnostic skills to identify root causes in complex systems, as well as critical thinking and the ability to approach problems methodically under pressure.
• Adept in written and verbal communication for both technical and non-technical audiences.

Why PC:

• Enjoy monthly complimentary products.
• Be part of one of the top direct-selling companies in the Philippines with a growing presence across APAC.
• Build your career in a purpose-driven organization where you can learn, grow, and make an impact from Day 1.
• Thrive in a culture that values collaboration, ownership, and continuous growth.