APAC IT Support Technician - Remote (Philippines)

Texaport; Philippines; On-site; PHP 279,000 - 502,200; Full time

Job summary

Texaport is seeking a remote Philippines-based IT help desk professional to support a growing APAC client base. You will handle technical tickets, diagnose hardware and software issues, and document resolutions while delivering exceptional customer service.

The ideal candidate communicates clearly in English, possesses at least 2 years in technical support, and can learn new technologies quickly. This full-time role offers remote work from the Philippines with a customer-centric focus.

Qualifications

• Advanced English proficiency required.
• 2 years of previous experience in a technical support role.
• Exhibit a customer-centric approach to support, showcasing a commitment to prioritising the needs of customers.
• Demonstrate exceptional client interaction skills, both verbally and in written communication.
• Apply a logical and systematic approach to troubleshooting technical issues.
• Have the ability to prioritise tasks and manage time efficiently.
• Display excellent time management skills, including awareness of time constraints, priorities, and deadlines.
• Demonstrate the capacity to research and rapidly learn new technologies and solutions even under pressure.
• Act as a strong team player, actively contributing knowledge and expertise to foster collaboration.

Responsibilities

• Respond to requests for technical assistance via ticket
• Diagnose and resolve technical hardware and software issues
• Research questions using available information and resources
• Take ownership of users’ queries, follow up on status on behalf of the user, and communicate promptly
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Maintain a high level of Customer Service for all customer queries
• Redirect problems to the appropriate resource
• Identify and escalates situations requiring urgent attention
• Track and route problems and requests, and document resolutions
• Create and update documentation for FAQ’s, knowledge base, user guides, how-to guides, workarounds, etc, to aid customers and IT staff
• Publish support documentation to assist staff with requests and information

Skills

Advanced English

2 years technical support experience

Customer-centric approach

Excellent communication

Troubleshooting

Time management

Team player

Job description

Texaport is seeking a remote Philippines-based IT help desk professional to support a growing APAC client base. You will handle technical tickets, diagnose hardware and software issues, and document resolutions while delivering exceptional customer service.

The ideal candidate communicates clearly in English, possesses at least 2 years in technical support, and can learn new technologies quickly. This full-time role offers remote work from the Philippines with a customer-centric focus.