IT Technical Support

XMC BPO Manila; Cebu City; On-site; PHP 223,200 - 334,800; Full time

Job summary

A prominent BPO company in Cebu City is hiring for an IT Support role. The position involves providing user support via various communication channels, troubleshooting technical issues, and managing user accounts. Candidates should possess strong communication skills and a basic understanding of computer hardware and software. This role offers an excellent opportunity for individuals looking to grow in the IT support field within a fast-paced environment.

Qualifications

• Understanding of desktop/laptop OS and configuration.
• Good communication and customer service skills.
• Experience with monitoring system alerts and troubleshooting.

Responsibilities

• Serve as the first point of contact for IT inquiries.
• Troubleshoot and resolve basic technical issues.
• Log and prioritize issues in the ticketing system.
• Manage user accounts and permissions.
• Document troubleshooting steps and maintain knowledge base.

Skills

Basic understanding of computer hardware

Strong communication skills

Customer service ability

Ability to follow procedures

Willingness to learn

Tools

Ticketing systems

Job description

Key Responsibilities

• User Support & Troubleshooting Serve as the first point of contact for all IT-related inquiries via chat, email, ticketing system, or phone.
• Troubleshoot and resolve basic technical issues including: Password resets and account lockouts Email issues (login, configuration, connectivity) Software/application errors Basic network connectivity issues Printer, scanner, and peripheral device problems Provide step-by-step support to users in a clear and professional manner.
• Device & System Support Support installation, configuration, and troubleshooting of: Desktops/laptops Operating systems (Windows/macOS) Standard office applications Approved software tools Perform basic hardware diagnostics and elevate when replacement or advanced repair is required.
• Ticket Management Log, categorize, and prioritize all issues in the ticketing system. Ensure timely responses and resolution of Level 1 tickets. Escalate unresolved issues to Level 2/Level 3 support teams following escalation procedures.
• Account & Access Management Create, modify, or disable user accounts following company policies. Assist with system access, permission updates, and role changes in accordance with security guidelines.
• System Monitoring Monitor system alerts, endpoint status, and basic network indicators. Report anomalies or potential issues to higher-tier support teams.
• Documentation & Reporting Document troubleshooting steps and resolution notes accurately. Maintain updated knowledge base articles for recurring issues. Provide daily or weekly incident reports as needed.
• Compliance & Security Follow IT security protocols and ensure users adhere to company policies. Identify and report potential security risks such as phishing attempts or unauthorized applications.

Qualifications

• Basic understanding of computer hardware, operating systems, and networks
• Experience with ticketing systems (preferred but not required).
• Strong communication and customer-service skills.
• Ability to follow procedures and work in a fast-paced environment.
• Willingness to learn and escalate issues appropriately.