IT Support Analyst

TGT Global; Quezon City; Hybrid; PHP 335,000 - 603,000; Full time

Benefits offered by this job

HMO Day 1

Dependent coverage

Dental coverage

Life insurance

PTO 24 days

Annual appraisals

Awards

Referral programs

Overseas training

Free daily meals

Hybrid work arrangement

Job summary

TGT Global is seeking an IT Support Analyst to deliver comprehensive technical support for MSP partners and clients. You will handle incident management, documentation, and user enablement in a hybrid, day-shift environment.

The ideal candidate has 3+ years in IT support, familiarity with cloud solutions, and strong communication skills to translate technical details into clear guidance. This role offers extensive wellness perks and opportunities for overseas training.

Qualifications

• 3+ years of experience as an IT Support Analyst or Application Support role.
• Experience with cloud-based software solutions.
• Ability to create support docs, step-by-step guides, and knowledge articles.
• Familiarity with accounts payable processes and basic accounting is a plus.
• Experience with SQL databases and writing queries.

Responsibilities

• Provide Level 1 technical support via portal, email, chat, or video call.
• Troubleshoot and resolve issues, escalate to Level 2 when needed.
• Create and maintain support tickets with clear documentation of steps and resolutions.
• Track issues through to resolution and update knowledge articles.
• Assist with new customer setup and provide training materials via Teams.

Skills

IT Support

Cloud Solutions

SQL Queries

Documentation

Communication

Tools

SQL Database

Job description

PROTECTION AND IMMUNITY, STARTING DAY ONE!

Grow your career while being supported with comprehensive HMO as early as your Day 1 with us!

Awesome perks await in #WeAreTGT: EASTWOOD!

• Health & Wellbeing: HMO from Day 1 (with dependent & dental coverage), psychiatric & medicine support, flu shots, life insurance

• Rewards & Recognition: 24 PTOs (with conversion), annual appraisals, awards, referral programs, company events

• Growth & Perks: Free daily meals & treats, career development, certifications, overseas training, vibrant office culture

• Your Best Work Setup: Join us in Eastwood and enjoy the flexibility of a hybrid work arrangement on a day shift!

As an IT Support Analyst...

You'll be responsible for providing comprehensive technical support to our MSP partners and their clients.

Ideal Technical Profile

• More than 3+ years of required experience as an IT Support Analyst or Application Support role

• Expertise with cloud-based software solutions and understanding of basic software architecture concepts.

• Help setting up new customers, creating support articles, step by step guides and other helpful documentation to ensure fast and effortless adoption of the module.

• Familiarity of accounts payable processes and basic accounting principles is a plus.

• Experience with SQL database and queries and report.

• Strong problem-solving skills and ability to troubleshoot technical issues effectively.

• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical customers.

Incident Management and Ticket Resolution

• Provide timely and accurate Level 1 support through support portal, email, chat, or video call.

• Identify, troubleshoot, and resolve technical issues, escalating to Level 2 support when required.

• Create, update, and manage support tickets, ensuring accurate documentation of issues, troubleshooting steps, and resolutions.

• Track customer issues through to resolution and maintain knowledge of known issues and solutions.

• Create and maintain step-by-step guides, support articles, and training materials to support issue resolution and customer adoption.

Monitoring and Management of System Alerts

• Monitor system alerts, identify potential technical issues, and perform initial troubleshooting.

• Assess alerts and incidents based on urgency and impact, prioritizing issues appropriately.

• Escalate unresolved or higher-level technical issues to the appropriate support team.

• Document alerts, actions taken, and resolutions within the support ticketing system.

• Assist with identifying recurring issues and contributing to improvements in troubleshooting processes and knowledge articles.

Other Key Responsibilities

• Assist with new customer setup and provide support documentation to ensure smooth product adoption.

• Prepare and deliver standard and customized training sessions via Microsoft Teams.

• Explain technical concepts clearly to non-technical customers through written and verbal communication.

• Support AI training and data-preparation activities as required.

• Work independently, prioritize tasks, and manage multiple support requests effectively.

MORE THAN JUST A JOB

Headquartered across the Philippines' most dynamic cities in BGC, Eastwood, Alabang, and Cebu, and now expanding internationally with our first overseas office in Sri Lanka, we're building a workplace that puts people first.