IT Support Associate — Tier 1 Help Desk & Docs

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

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.