IT Support Analyst - APAC

Texaport

Philippines

On-site

PHP 279,000 - 502,200

Full time

14 days+

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Job summary

Texaport is seeking a remote Philippines-based IT help desk professional to support a growing APAC client base. You will handle technical tickets, diagnose hardware and software issues, and document resolutions while delivering exceptional customer service.

The ideal candidate communicates clearly in English, possesses at least 2 years in technical support, and can learn new technologies quickly. This full-time role offers remote work from the Philippines with a customer-centric focus.

Qualifications

Advanced English proficiency required.
2 years of previous experience in a technical support role.
Exhibit a customer-centric approach to support, showcasing a commitment to prioritising the needs of customers.
Demonstrate exceptional client interaction skills, both verbally and in written communication.
Apply a logical and systematic approach to troubleshooting technical issues.
Have the ability to prioritise tasks and manage time efficiently.
Display excellent time management skills, including awareness of time constraints, priorities, and deadlines.
Demonstrate the capacity to research and rapidly learn new technologies and solutions even under pressure.
Act as a strong team player, actively contributing knowledge and expertise to foster collaboration.

Responsibilities

Respond to requests for technical assistance via ticket
Diagnose and resolve technical hardware and software issues
Research questions using available information and resources
Take ownership of users’ queries, follow up on status on behalf of the user, and communicate promptly
Follow standard help desk procedures
Log all help desk interactions
Administer help desk software
Maintain a high level of Customer Service for all customer queries
Redirect problems to the appropriate resource
Identify and escalates situations requiring urgent attention
Track and route problems and requests, and document resolutions
Create and update documentation for FAQ’s, knowledge base, user guides, how-to guides, workarounds, etc, to aid customers and IT staff
Publish support documentation to assist staff with requests and information

Skills

Advanced English

2 years technical support experience

Customer-centric approach

Excellent communication

Troubleshooting

Time management

Team player

Job description

Job Description

Only individuals living in the Philippines, please. Texaport is a UK-based MSP serving businesses globally.

The company has been trading for over 12 years and is headquartered in Edinburgh, United Kingdom. It is expanding its offering globally and is looking to provide 24/7 cover to its clients. With a growing client base in the APAC region, it is now time to secure local Technicians to support this user base.

Job Requirements

Respond to requests for technical assistance via ticket
Diagnose and resolve technical hardware and software issues
Research questions using available information and resources
To take ownership of users’ queries, follow up on the status on behalf of the user, and communicate promptly
Follow standard help desk procedures
Log all help desk interactions
Administer help desk software
Maintain a high level of Customer Service for all customer queries
Redirect problems to the appropriate resource
Identify and escalates situations requiring urgent attention
Track and route problems and requests, and document resolutions
Creating and updating documentation for FAQ’s, knowledge base, user guides, how-to guides, workarounds, etc, to aid customers and IT staff
Publish support documentation to assist staff with requests and information

Personal Requirements

The ideal candidate will be able to explain technical concepts in a clear and understandable manner to non-technical individuals. Additionally, they should possess patience and empathy when assisting end-users facing IT difficulties.

Advanced English proficiency required.
2 years of previous experience in a technical support role.
Exhibit a customer-centric approach to support, showcasing a commitment to prioritising the needs of customers.
Demonstrate exceptional client interaction skills, both verbally and in written communication.
Apply a logical and systematic approach to troubleshooting technical issues.
Have the ability to prioritise tasks and manage time efficiently.
Display excellent time management skills, including awareness of time constraints, priorities, and deadlines.
Demonstrate the capacity to research and rapidly learn new technologies and solutions even under pressure.
Act as a strong team player, actively contributing knowledge and expertise to foster collaboration.

Experience

Having worked in a similar role within an IT managed service provider would make you stand out, but previous MSP experience is not a prerequisite, and we're open to new talent from any IT background!

Exposure to the following technologies, but not limited to, would be advantageous.