IT Technical Support Representative

Lean Solutions Group; Taguig; Hybrid; PHP 335,000 - 558,000; Full time

Job summary

Lean Solutions Group in the Philippines seeks an IT Technical Support Representative to deliver frontline IT helpdesk across global client accounts, handling hardware, apps, and connectivity via calls, chat, and tickets.

You will drive high first-contact resolution, perform rapid triage, and ensure SLA compliance using ServiceNow, with escalation to Tier 2/3 as needed, while documenting clearly.

Qualifications

• 1–3 years providing technical support in a BPO, Shared Services, or MSP setting.
• Hands-on experience with ServiceNow for ticketing, SLAs, and KB navigation.
• Strong troubleshooting of Windows/macOS hardware and related devices.

Responsibilities

• Provide frontline multi-channel IT support via calls, chat, and tickets.
• Achieve high FCR and maintain SLA compliance with triage and escalation as needed.
• Diagnose desktop OS, hardware, network issues for remote and office users.
• Document ticket notes accurately for audit and knowledge sharing.

Education

ITIL v4 Foundation

CompTIA A+

CompTIA Network+

Microsoft 365 Fundamentals

Job description

Join Our Team at Lean Solutions Group (LSG)! Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams. At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.
Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.
Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Role Summary: We are hiring a dedicated IT Technical Support Representative to deliver frontline technical assistance across our global BPO client accounts. In this dynamic, multi-channel position, you will act as the key liaison for end-users facing hardware, application, and connectivity challenges via calls, live chat, and web tickets.

Your core objective is to drive high First-Contact Resolution (FCR) rates, execute rapid triage, and maintain strict SLA compliance using ServiceNow. By troubleshooting tier-1 issues efficiently and providing detailed escalation handoffs for complex cases, you will directly safeguard client operational continuity.

Key Responsibilities

Multi-Channel Support & SLA Delivery

• Handle inbound inquiries through calls, chat sessions, and email tickets within ServiceNow, managing accurate categorization and triage for worldwide users.

• Drive key operational metrics, balancing Average Handling Time (AHT) and CSAT with tight SLA response and resolution goals.

• Recognize system-wide downtime or high-severity events immediately, triggering escalation protocols outlined in Account Operating Procedures (AOP).

• Pass unresolved Tier 1 incidents to Tier 2/3 engineering tiers with comprehensive diagnostic logs, troubleshooting steps, and transfer documentation attached.

Technical Diagnostics & User Access

• Diagnose desktop OS, hardware, peripheral, and network connectivity issues for remote and office-based users.

• Process routine access management, account unlock, and credential reset tasks utilizing Active Directory, Microsoft Entra ID (Azure AD), and enterprise IAM tools.

• Guide users through setup and troubleshooting for enterprise applications, including M365, Google Workspace, SSO, enterprise VPNs, and remote desktop platforms.

• Log precise, audit-compliant ticket notes adhering to BPO quality standards throughout the incident lifecycle.

Knowledge Base & Operational Support

• Maintain a composed, customer-centric approach during peak queue hours and complex technical interactions.

• Apply standardized operating procedures and Work Instructions (WIs) derived from ServiceNow Knowledge Base (KB) documentation.

• Identify gaps in existing support documentation and propose new KB article entries based on emerging issue trends.

Qualifications & Requirements

Technical Profile & Experience

• Background: 1–3 years providing technical support or service desk services in a BPO, Shared Services, or MSP setting.

• Service Management: Direct hands-on experience using ServiceNow to create tickets, track SLAs, and navigate internal knowledge bases.

• Systems & Hardware: Solid familiarity troubleshooting Windows/macOS operating systems, laptops, mobile devices, and associated hardware.

• Identity & Access: Practical background with Active Directory, Microsoft Entra ID (Azure AD), and user provisioning tools.

• Networking Concepts: Understanding of fundamental network setup and troubleshooting (TCP/IP, DNS, DHCP, Wi-Fi, VPNs).

• Workplace Applications: Experience supporting Microsoft 365, Google Workspace, MFA tools, and remote desktop utilities.

Preferred Qualifications

• Familiarity with ITIL framework practices (Incident, Problem, and Request Management) or ITIL v4 Foundation certification.

• Relevant industry certifications such as CompTIA A+, Network+, or Microsoft 365 Fundamentals.

• Proven skill in managing concurrent live chat sessions while maintaining quality standards.

• Comfort working in a 24/7 rotating shift model supporting international client operations.

Professional Competencies

• Metric Driven: Direct understanding of core BPO service metrics (FCR, CSAT, AHT, SLA fulfillment).

• Clear Communication: Ability to translate complex technical steps for non-technical users under tight timelines.

• Analytical Thinking: Strong problem-isolation skills in high-volume environments.

• Adaptability: Speed in learning custom client software, specialized tools, and updated procedures.

• Detail-Oriented: Thorough documentation habits that prevent duplicate effort during tier escalations.