IT Associate

CallTek, Inc.; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Job summary

CallTek, Inc. is seeking an IT Associate in Cebu City. You will be the first line of defense for IT technicians, handling calls and emails, creating tickets, and guiding users through self-help resources.

You will assist with basic troubleshooting, including password resets, drive mappings, and printer setups, while maintaining professional office etiquette. You will learn from Tier 2/3 teams, draft training materials, and participate in projects that expand your skills and advance your mobility

Qualifications

• Bachelor's degree in IT/CS/Info Systems or equivalent.
• Excellent English skills, verbal and written.
• A+ certification desirable and willingness to pursue mobility certifications.

Responsibilities

• Serve as first line support for IT technicians; answer calls/emails and create tickets.
• Provide first call resolution for common issues (password resets, drive/printer mappings).
• Assist Tier 2/3 teams by routing tickets to appropriate groups via enterprise ticketing system.
• Document issues and resolutions; contribute to knowledge base and training materials.
• Participate in hands-on or virtual training to gain skills for more complex duties.
• Collaborate with IT Associates Team to improve customer support processes.

Skills

Customer service

Troubleshooting

Windows

Active Directory

Microsoft Office

Office 365

English communication

Willingness to learn

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Bachelor's degree in Information Systems

Tools

Windows Server

Enterprise ticketing system

Office 365 administration

Job description

We are seeking an IT Associate to join our team. The IT Associate will be the first line of defense for all IT Technicians. You will answer phones and emails and turn these calls in to tickets for Tier 2 and Tier 3 technicians. You will support the customer with first call resolve issues, such as resetting passwords, mapping drives and printers, and educating the user on self-help documents. You will strive to achieve the best customer support through training, knowledge, and ingenuity. You always pride yourself in proper office etiquette and display professionalism.

Position Responsibilities:

• First line of defense for the IT Technical Teams. Answer phones, route calls accordingly, create tickets on behalf of the customer, work tier 1 level tickets, route tickets in the enterprise ticketing system to proper teams and/or technicians for upper-level support.
• Work as part of a IT Associates Team, answering questions and working first call resolve issues for employees, via phone, chat or through an enterprise ticketing system.
• Typical duties may include resetting of user passwords, general technology questions, basic troubleshooting of PCs, mobile devices, printers, and phones, and education the customer on self-help documentation.
• Document, track and monitor problems to ensure timely resolution of issues.
• Learning new skills from Tier 2 level teams for job mobility.
• Writing knowledge documents for training and educational purposes.
• Receive hands‑on or virtual training to learn skills that will enable you assist in projects.
• Project work to assist upper-level teams and gain real time experience for more complex duties.

Desired Knowledge, Skills and Abilities:

• Strong customer service, troubleshooting and organizational skills.
• Strong written and verbal communication skills with focus on providing clear and concise instructions and documentation for areas of assigned responsibility.
• Exceptional customer service skills in person, over the phone, and through electronic communication.
• Ability to triage and troubleshoot unfamiliar issues.
• Willingness to learn new technologies.
• Strong knowledge of Windows desktops.
• Knowledge of Microsoft server products, especially Active Directory.
• Proficient with Microsoft Office with emphasis on Excel and Word.
• Experience with Office 365 is a plus.
• Must be able to frequently sit for long periods of time and must also be able to maintain a courteous attitude throughout the day.

• Bachelor's degree in Information Technology, Computer Science or Information Systems.
• Excellent English skills, verbal and written.
• A+, Technical Certifications desired.
• This is a beginner level of IT technical support. Should be willing to gain certifications for mobility.