24/7 Technical Support Analyst – IT Help Desk

Optum Philippines; Makati; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Drug-free workplace

Job summary

Optum Philippines is seeking a capable Technical Support Representative to join our global care delivery team in Makati. You will resolve inbound technical issues and provide first‑line to second‑line support across Windows, office apps, and enterprise tools.

You’ll translate complex technical concepts for non‑technical users, maintain accurate incident records, and adhere to security policies while delivering excellent customer service in a fast‑paced, 24x7 environment.

Qualifications

• Highest Educational Attainment: Graduate of at least 4-year course.
• Total years of experience: 1+ years as a technical support representative or in a tech‑related role.
• Proven good communication skills.
• Preferred qualification: Industrial Engineering/Management, Information Technology, Computer Science, Computer Engineering

Responsibilities

• Answer and resolve technical issues through calls that operates 24X7.
• Diagnose hardware, software, network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone.
• Troubleshoot product specific applications and corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
• Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal
• Adhere to policies and procedures regarding safeguarding of protected information (PHI/PII) and access to corporate systems

Skills

Communication skills

Technical support

Education

Bachelor's degree

Job description

Optum Philippines is seeking a capable Technical Support Representative to join our global care delivery team in Makati. You will resolve inbound technical issues and provide first‑line to second‑line support across Windows, office apps, and enterprise tools.

You’ll translate complex technical concepts for non‑technical users, maintain accurate incident records, and adhere to security policies while delivering excellent customer service in a fast‑paced, 24x7 environment.