IT Associate

CallTek; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

CallTek in Cebu City, Philippines is seeking an IT Associate to join our team as first line of defense for IT technicians. You will answer phones and emails, create tickets, and support Tier 1 issues to enable first call resolution.

The role emphasizes training, knowledge, and professionalism, with opportunities to learn from Tier 2/3 teams, develop documentation, and contribute to projects while gaining real time experience.

Qualifications

• Strong customer service, troubleshooting, and organizational skills.
• Excellent written and verbal communication with clear instructions.

Responsibilities

• Answer phones and emails, create tickets, and route to Tier 2/3 as needed.
• Provide first-call resolution for common IT issues (password resets, basic troubleshooting).
• Document and monitor issues; contribute to knowledge base.
• Learn from Tier 2/3 teams and assist with project work.

Skills

Customer service

Troubleshooting

Communication

Windows OS

Active Directory

Office 365

Ticketing system

Tools

Ticketing system

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.