IT Support Specialist — Remote/Onsite, Night Shift

Foundever®; Mandaluyong; Remote; PHP 279,000 - 469,000; Full time

Job summary

Foundever is seeking an IT support professional to deliver world-class customer service with first-call resolution and proper ticket follow-up. The role involves logging, escalating, and resolving issues, while classifying severity to minimize time-to-resolution.

You will own tickets through to closure, document solutions in the knowledge base, and provide first-level support for Foundever At Home employees.

Qualifications

• BS in IT or Computer Science; relevant experience preferred.
• Experience in customer service and basic IT support.
• Excellent verbal and written communication skills.
• Conscientious with strong attention to detail.
• Knowledge in desktop troubleshooting, VoIP, MS Office, VPN and VDI technologies.
• Experience in remote troubleshooting/technical support.
• Experience in O365.
• Willing to go onsite in the near future.
• Temporary work-from-home with own equipment and internet.

Responsibilities

• Provide world-class customer service with first-call resolution and documented follow-up.
• Streamline logging, escalation, and resolution of support requests.
• Assess severity of issues and escalate to minimize resolution time.
• Own tickets through closure and document solutions in knowledge base.
• Provide first-level support for Foundever At Home employees.

Skills

Customer service

Communication

IT support

Remote troubleshooting

O365 experience

Education

BS in IT or Computer Science

Tools

MS Office

VPN

VDI

VoIP

O365

Job description

Foundever is seeking an IT support professional to deliver world-class customer service with first-call resolution and proper ticket follow-up. The role involves logging, escalating, and resolving issues, while classifying severity to minimize time-to-resolution.

You will own tickets through to closure, document solutions in the knowledge base, and provide first-level support for Foundever At Home employees.