Client Services Team

Calay; Manila; On-site; PHP 334,800 - 468,720; Full time

Job summary

Hyperloop Solutions is seeking a Client Services Specialist to provide hands-on technical and service support for desktop, laptop, printers, and endpoint devices. You'll resolve issues across Windows/Mac, Citrix, iOS and Android, ensuring high-quality customer service in a fast-changing environment.

The role reports to the Client Services Manager and operates in a hybrid model with three days in the Manila office to support clients both remotely and on-site.

Qualifications

• Degree in IT/Computer Science/InfoSec or related field.
• ITIL v3 certification is advantageous.
• 1–2+ years in IT Desktop/Helpdesk support.
• Client-based & Shared services experience is a plus.
• Understanding of network topology is advantageous.
• Experience with AD and M365 is beneficial.
• Experience with ITSM tools is an advantage.
• Strong troubleshooting across desktop/endpoint devices and printers.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication.

Responsibilities

• Provide hands-on support to users via phone, email, monitoring systems, and in-person visits.
• Diagnose and resolve hardware/software issues including Windows/Mac, Citrix, iOS and Android.
• Deploy desktop/laptop configurations and peripherals to align with org objectives.
• Maintain printers, copiers, and other IT equipment.
• Escalate cases following defined procedures until resolution.
• Keep documentation and knowledge bases up to date.
• Work from the Manila office three days a week as part of hybrid model.

Skills

IT Desktop Support

Helpdesk

Customer service

Communication

Technical troubleshooting

Education

Degree in IT/CS/InfoSec

Tools

ITSM Tool

Active Directory

Microsoft 365

Job description

Hyperloop Solutions is seeking a Client Services Specialist who can provide hands‑on support to users & is responsible for resolving technical and service support requests. This position plays a critical role in the deployment of Desktop/Laptop Computers, Monitors, Printers, and various endpoint devices providing world‑class support for our clients.

The Client Services Specialist works in a dynamic environment that provides services over the phone, e‑mail, monitoring system, in‑person, etc. The successful candidate should be highly motivated and a team player with the ability, correct attitude, and agile enough to manage a fast‑changing environment. He or she should be able to promote positive customer relations by making sure that the team as a whole, provides prompt, courteous, and efficient service to internal and external customers. This role reports directly to the Client Services Manager.

Responsibilities

• Ensure effective ongoing support for all systems in use by the Company.
• Take ownership of issues by carrying out problem diagnosis and analysis with the goal of restoring critical services to the business and/or end‑user as swift and with minimal downtime as possible.
• Deploy desktop, laptop and other endpoint configurations which support the organization’s objectives and strategic plans.
• Manage desktop platforms and related peripherals to provide optimal availability and cost‑efficiency.
• Research technologies and test their potential benefit to the organization.
• Take ownership of cases, ensure escalation procedures are followed until resolution.
• Timely and accurately update documentation, knowledge base, ticketing system, and/or various IT tools.
• Diagnose and resolve hardware and software tickets, including but not limited to Windows/Mac, Citrix, iOS and Android Devices.
• Maintain printers, copiers, devices and all other IT related equipment.
• Attention to detail with thoroughness and a strong work ethic is required.
• Strong personal commitment to quality and customer service.
• Maintain high‑level customer service ensuring all users are treated in an effective, courteous, and professional manner at all times.
• You’ll be expected to work from the Manilla office three days a week as part of our hybrid working model.

Preferred Qualifications:

• Degree in IT/Computer Science/InfoSec or any IT related Course.
• ITIL Certification V3 is an advantage.
• 1-2+ years of IT Desktop/Helpdesk support experience.
• Client based & Shared services application experience is a plus but not required.
• Understanding network topology and network infrastructure is an advantage.
• Experience Microsoft Active Directory and M365 would be advantageous.
• Previous experience using the ITSM tool is an advantage.
• Good knowledge of interactions/integration and technical troubleshooting with various desktop/endpoint, printers, etc.
• Exceptional analytical and problem‑solving skills.
• Strong oral and written communication skills.
• Proven track record of trustworthiness and high ethical standards.