Night-Shift IT Voice Support Specialist

KMC Solutions

Taguig

On-site

PHP 446,000 - 670,000

Full time

3 days ago

Be an early applicant

Application generator

Get a reply from this employer — a resume and cover letter tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

KMC Solutions in Taguig is seeking an IT Voice Support Specialist to be the first point of contact for voice tech support across operations. You will handle hardware, software, and network issues for retail and office staff, with remote diagnostics and on-site coordination with field technicians.

This onsite/ night-shift role requires strong English communication and ITIL familiarity. Responsibilities include ticketing, troubleshooting, documentation, escalation, and collaboration with vendors

Qualifications

Education: Bachelor’s degree in IT, Computer Science, Information Systems, or a related discipline (required).
Experience: Minimum 2 years in a remote IT support or service desk capacity, demonstrating reliability and skill in independent issue resolution.
Expertise in remote support logistics, tools, and best practices to support distributed retail environments.
Proficiency diagnosing and resolving hardware malfunctions: handheld devices, printers, workstations, and connectivity components.
Outstanding verbal and written communication—clear, professional, and empathetic.
High attention to detail, with strong organizational and documentation skills.
Self-driven with capability to operate efficiently in a fully remote role aligned with PST hours.
Understanding of ITIL service delivery principles, ticket lifecycle, and escalation workflows.
Highly collaborative—easily coordinates with cross-functional teams, including field technicians and vendors.

Responsibilities

Promptly handle incoming support requests from station and office personnel via calls, tickets, or email.
Execute thorough remote diagnostics for hardware, workstations, connectivity, and remote software tools.
Conduct password resets, account unlocks, and configuration support through remote access tools.
Work collaboratively with field technicians to resolve POS and MNSP (network) issues at customer sites.
Accurately document and prioritize all support cases in the ticketing system as per SOPs.
Monitor and follow up on ticket status to meet service-level targets.
Maintain clear, professional communication with internal teams and end users throughout resolution.
When required, coordinate with vendors or internal departments for issue escalation.
Proactively identify recurring support trends and contribute improvement insights.