IT Associate - Filipinas 1821

Softgic; Manila; On-site; PHP 459,000 - 804,000; Full time

Job summary

Softgic is seeking an IT Associate to be the first point of contact for IT support operations in an on-site role in Colombia. You will handle Tier 1 support, manage tickets, and resolve basic issues while escalating complex cases to higher IT teams, ensuring excellent customer experience.

Ideal candidates have entry-level IT support experience, strong English communication, and solid knowledge of Windows, AD, and Microsoft products.

Qualifications

• Entry-level IT support experience or Help Desk exposure.
• Strong written and verbal English communication.
• Experience providing customer support via phone, email, or ticketing systems.
• Familiarity with Windows desktop environments and Microsoft products.

Responsibilities

• Provide Tier 1 IT support via phone, chat, and email.
• Create, document, and track support tickets.
• Resolve Tier 1 issues and escalate complex incidents.
• Perform password resets and basic user account support.
• Troubleshoot Windows PCs, mobile devices, printers, and phones.
• Guide users through self-service documentation and KB resources.
• Create and maintain technical documentation and knowledge base articles.
• Assist Tier 2/3 teams on IT projects and training.

Skills

Excellent communication

Entry-level IT Support

Customer service

Documentation skills

Willingness to learn

English proficiency

Education

Associate's Degree in a technical field

Tools

Windows

Active Directory

Microsoft Server

Microsoft Office (Excel & Word)

Microsoft 365 / Office 365

Ticketing Systems

Password Management

Job description

About the Role

We are looking for an IT Associate to serve as the first point of contact for IT support operations. This role is responsible for providing Tier 1 technical support, managing support tickets, resolving basic technical issues, and escalating complex cases to higher-level IT teams while delivering an excellent customer experience.

Responsibilities

• Provide technical support via phone, chat, and email.
• Create, document, and track support tickets.
• Resolve Tier 1 support issues and escal… complex incidents when necessary.
• Perform password resets and basic user account support.
• Troubleshoot Windows computers, mobile devices, printers, and phones.
• Answer general technology-related questions.
• Guide users through self-service documentation and knowledge base resources.
• Create and maintain technical documentation and knowledge base articles.
• Participate in training sessions and assist Tier 2 and Tier 3 teams with IT projects.

Requirements

• Excellent written and verbal English communication skills.
• Entry-level experience in IT Support, Help Desk, or Tier 1 Support.
• Experience providing customer support via phone, email, or ticketing systems.
• Strong knowledge of:
  • Windows Desktop environments.
  • Active Directory.
  • Microsoft Server products.
  • Microsoft Office (Excel and Word).
• Experience troubleshooting:
  • PCs.
  • Mobile devices.
  • Printers.
  • Phones.
• Strong documentation and organizational skills.
• Excellent customer service and communication skills.
• Ability to troubleshoot and triage technical issues.
• Willingness to learn new technologies and continue professional development.
• Availability to work on-site in Bogotá, Medellín, or Barranquilla.

Preferred Qualifications

• Associate's Degree in a technical field.
• CompTIA A+ or other technical certifications.
• Experience with Microsoft Office 365.

Required Technologies & Skills

• Windows Desktop
• Active Directory
• Microsoft Server
• Microsoft Office (Excel & Word)
• Microsoft 365 / Office 365
• Tier 1 IT Support
• Ticketing Systems
• Password Management
• PC Troubleshooting
• Mobile Device Support
• Printer Support
• Phone System Support
• Knowledge Base Documentation