Hybrid IT Support Specialist - Tier 1

Ideagen; Mabalacat; Hybrid; PHP 279,000 - 502,000; Full time

Job summary

Ideagen is seeking a Customer Support Tier 1 professional in the Clark Freeport Zone, Pampanga, Philippines, to resolve product issues and monitor system performance. The role requires strong English communication and ITIL knowledge, with responsibilities spanning issue investigation, record-keeping, and cross-team collaboration.

Hybrid, full-time work with a focus on reliable service delivery and continuous learning about Ideagen products and best practices.

Qualifications

• Experience or foundational knowledge in SQL, databases, networking, and ITIL.
• Comfortable using Microsoft Office and managing multiple priorities in a fast-paced environment.
• Strong communication, customer service, and problem-solving skills with excellent written English.
• Able to work independently, meet deadlines, and adapt under pressure while maintaining reliability and professionalism.

Responsibilities

• Support customers by investigating and resolving product issues.
• Monitor systems and help maintain smooth day-to-day operations.
• Work closely with team members to troubleshoot and find solutions.
• Keep customer records and case notes up to date.
• Share feedback and suggestions to help improve processes.
• Continue learning about our products, systems, and best practices.

Skills

SQL

Databases

Networking

ITIL

Microsoft Office

Communication

Time management

Job description

Ideagen is seeking a Customer Support Tier 1 professional in the Clark Freeport Zone, Pampanga, Philippines, to resolve product issues and monitor system performance. The role requires strong English communication and ITIL knowledge, with responsibilities spanning issue investigation, record-keeping, and cross-team collaboration.

Hybrid, full-time work with a focus on reliable service delivery and continuous learning about Ideagen products and best practices.