IT Helpdesk Technician I (for pooling)

Angeles City, Pampanga, Philippines; Philippines; On-site; PHP 180,000 - 240,000; Full time

Benefits offered by this job

HMO

One free dependent after 2 years

Free meals provided by the company

Free shuttle services

Recreational facility

Job summary

Swak BPO Corp. in Clark Freeport Zone, Angeles City, Pampanga, is hiring an IT Helpdesk Technician I to be the first point of contact for employees needing technical help.

The role focuses on troubleshooting basic issues, managing support tickets, documenting resolutions, and escalating complex problems when needed. It emphasizes customer-focused service in a fast-paced on-site environment.

Qualifications

• 1+ year of IT support, help desk, or customer service experience preferred.
• Basic understanding of computer hardware, software, and user account management.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Familiarity with ticketing systems and support documentation.
• Ability to prioritize tasks and work effectively in a fast-paced environment.
• Experience supporting Microsoft environments and common business applications.
• Knowledge of password management, email configuration, and user account administration.

Responsibilities

• Provide first-level technical support via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve common hardware, software, account, and access-related issues.
• Document incidents, resolutions, and troubleshooting steps in the ticketing system.
• Escalate complex or unresolved issues to higher support tiers with detailed documentation.
• Keep users informed on ticket status, expected timelines, and resolution progress.
• Follow established support procedures, service standards, and escalation protocols.
• Contribute to knowledge base articles and process documentation as needed.

Skills

Customer service

Troubleshooting

User support

Communication

Prioritization

Tools

Ticketing systems

Microsoft environments

Email configuration

Password management

Job description

Swak BPO Corp. is one of the fastest-growing BPO companies in the Clark Freeport Zone. We are committed to delivering outstanding service to our clients through professionalism, energy, and enthusiasm. Our workplace fosters a culture of teamwork, stability, and dedication. As we continue to grow, we are looking for an IT Helpdesk Technician I to join our dynamic team.

The IT Helpdesk Technician I will serve as the first point of contact for employees requiring technical assistance. This role is responsible for troubleshooting basic technical issues, managing support tickets, documenting resolutions, and escalating complex issues when necessary. The ideal candidate is customer-focused, detail-oriented, and passionate about delivering excellent technical support.

Job Responsibilities:

• Provide first-level technical support via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve common hardware, software, account, and access-related issues.
• Document incidents, resolutions, and troubleshooting steps in the ticketing system.
• Escalate complex or unresolved issues to higher support tiers with detailed documentation.
• Keep users informed on ticket status, expected timelines, and resolution progress.
• Follow established support procedures, service standards, and escalation protocols.
• Contribute to knowledge base articles and process documentation as needed.

Job Requirements:

• 1+ year of IT support, help desk, or customer service experience preferred.
• Basic understanding of computer hardware, software, and user account management.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Familiarity with ticketing systems and support documentation.
• Ability to prioritize tasks and work effectively in a fast-paced environment.
• Experience supporting Microsoft environments and common business applications.
• Knowledge of password management, email configuration, and user account administration.

Why work with Swak BPO Corp.?

• Opportunity to work with international teams and companies
• Opportunity in promotions and salary increases
• A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
• Free meals prepared and provided by the company to promote a healthy lifestyle
• Free shuttle services provided around Angeles City and nearby areas
• A recreational facility that provides comfort and entertainment for employees to unwind

*This is going to be on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga.