On-Site IT Helpdesk Technician I: Fast-Paced Support

Angeles City, Pampanga, Philippines; Philippines; On-site; PHP 180,000 - 240,000; Full time

Benefits offered by this job

HMO

One free dependent after 2 years

Free meals provided by the company

Free shuttle services

Recreational facility

Job summary

Swak BPO Corp. in Clark Freeport Zone, Angeles City, Pampanga, is hiring an IT Helpdesk Technician I to be the first point of contact for employees needing technical help.

The role focuses on troubleshooting basic issues, managing support tickets, documenting resolutions, and escalating complex problems when needed. It emphasizes customer-focused service in a fast-paced on-site environment.

Qualifications

• 1+ year of IT support, help desk, or customer service experience preferred.
• Basic understanding of computer hardware, software, and user account management.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Familiarity with ticketing systems and support documentation.
• Ability to prioritize tasks and work effectively in a fast-paced environment.
• Experience supporting Microsoft environments and common business applications.
• Knowledge of password management, email configuration, and user account administration.

Responsibilities

• Provide first-level technical support via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve common hardware, software, account, and access-related issues.
• Document incidents, resolutions, and troubleshooting steps in the ticketing system.
• Escalate complex or unresolved issues to higher support tiers with detailed documentation.
• Keep users informed on ticket status, expected timelines, and resolution progress.
• Follow established support procedures, service standards, and escalation protocols.
• Contribute to knowledge base articles and process documentation as needed.

Skills

Customer service

Troubleshooting

User support

Communication

Prioritization

Tools

Ticketing systems

Microsoft environments

Email configuration

Password management

Job description

Swak BPO Corp. in Clark Freeport Zone, Angeles City, Pampanga, is hiring an IT Helpdesk Technician I to be the first point of contact for employees needing technical help.

The role focuses on troubleshooting basic issues, managing support tickets, documenting resolutions, and escalating complex problems when needed. It emphasizes customer-focused service in a fast-paced on-site environment.