Mandarin Technical Representative

A L I; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

A L I in the Philippines is seeking an IT Support Specialist to handle Level 1–2 tickets through a ticketing system. You will troubleshoot using documented procedures and internal knowledge bases to deliver reliable technical help.

You will log, document, and escalate issues clearly and accurately, maintain complete ticket histories, and aim to meet SLA targets on a 5x8 schedule. This role does not include presales activities or solution/architecture design, focusing strictly on operations

Responsibilities

• Handle Level 1 to Level 2 technical support tickets through a ticketing system
• Perform troubleshooting based on documented procedures and internal knowledge base
• Log, document, and elevate issues clearly and accurately
• Meet service-level agreement (SLA) response and resolution targets (5x8 schedule)
• Maintain complete and consistent ticket documentation
• This role does not include presales activities, proof-of-concept ownership, or solution/architecture design

Job description

Key Responsibilities:

• Handle Level 1 to Level 2 technical support tickets through a ticketing system
• Perform troubleshooting based on documented procedures and internal knowledge base
• Log, document, and elevate issues clearly and accurately
• Meet service-level agreement (SLA) response and resolution targets (5x8 schedule)
• Maintain complete and consistent ticket documentation
• This role does not include presales activities, proof-of-concept ownership, or solution/architecture design