First-Line IT Support Specialist - Flexible Hours

Terafina Software Solutions Private Limited; Cebu City; Sur place; PHP 268 000 - 469 000; Plein temps

Résumé du poste

NCR Voyix Corporation is seeking an IT Support professional in the Philippines to provide first-line technical support to internal and external customers, resolving incidents and service requests, logging activities, and ensuring adherence to defined SLAs.

The role requires a solid IT background, strong English communication, and the ability to work a flexible schedule, including evenings and weekends. Training and a supportive team environment are provided.

Qualifications

• Experience in a customer service or IT support environment.
• Basic understanding of IT systems, hardware, and software troubleshooting.
• Strong communication and interpersonal skills.
• Ability to follow procedures and work within a structured framework.
• Good attention to detail and accurate record-keeping.
• Ability to work in a fast-paced, service-oriented environment.
• Advanced level of spoken and written English (B2 or C1).
• Ability to work a flexible schedule (evenings/weekends).

Responsabilités

• Act as the first point of contact for IT incidents and service requests via phone, chat, portal, or email.
• Log, categorise, prioritise, and accurately document all issues in the ITSM tool.
• Resolve standard issues and requests at first contact using documented knowledge articles and procedures.
• Escalate complex or unresolved incidents to appropriate Level 2/3 support teams.
• Provide clear and professional communication to customers throughout the ticket lifecycle.
• Maintain ownership of incidents and requests until resolution or handover.
• Follow defined processes, including incident, request, and knowledge management practices.
• Contribute to knowledge base articles and update existing documentation where required.
• Meet or exceed performance targets (e.g. SLA adherence, first-contact resolution).
• Support continuous improvement by identifying recurring issues and trends.

Connaissances

Customer service

IT support

Strong communication

Documentation

English proficiency

Outils

ServiceNow

Description du poste

NCR Voyix Corporation is seeking an IT Support professional in the Philippines to provide first-line technical support to internal and external customers, resolving incidents and service requests, logging activities, and ensuring adherence to defined SLAs.

The role requires a solid IT background, strong English communication, and the ability to work a flexible schedule, including evenings and weekends. Training and a supportive team environment are provided.