SUPPORT TECHNICIAN, SERVICE DESK

Qualfon Philippines, Inc.; Philippines; On-site; PHP 180,000 - 240,000; Full time

Job summary

Qualfon Philippines, Inc. is seeking a Technician, Helpdesk to serve as the primary contact for on-site and remote users. You will provide first-line support for PCs, printers, software, and networking, translating technical details into clear guidance and ensuring adherence to IT, Facilities, and Helpdesk procedures.

The role focuses on customer service, effective communication, and collaboration with IT and facilities teams to resolve issues quickly and maintain service levels.

Qualifications

• Strong foundation in PC hardware and peripherals.
• Working knowledge of Microsoft Windows OS.
• Proficiency with desktop application software.
• Basic networking components knowledge.
• Excellent verbal and written communication.

Responsibilities

• Serve as single point of contact for on-site and remote users.
• First line of defense for technical incidents and service requests.
• Ensure compliance with IT, Facilities, and Helpdesk policies.
• Provide timely first-level support across departments.
• Translate technical jargon into clear user-friendly language.
• Maintain strong customer service standards and interpersonal skills.
• Deliver first-level support for PCs, hardware, software, and Ethernet networking.
• Troubleshoot networked and standalone printers.
• Address basic network connectivity, TCP/IP, and mobile devices.
• Coordinate with tier-2/3 resolution groups.
• Monitor system alerts using SolarWinds Orion.
• Manage global OPSCON escalation protocols during outages.
• Collaborate with internal teams to ensure service desk delivery.
• Log all incoming helpdesk calls and emails.
• Maintain tickets within SLAs with accuracy.

Skills

PC hardware

Windows OS

Networking basics

Troubleshooting

Education

Information Technology degree

Job description

OVERVIEW

Role Overview

• Job Title: Technician, Helpdesk
• Education Requirement: Graduate of Information Technology or any related course

RESPONSIBILITIES

1. Point of Contact & Customer Service

• Serve as the single point of contact for both on-site and remote users regarding problems and inquiries.
• Act as the first line of defense for all technical incidents and service requests.
• Ensure strict compliance with all policies and procedures associated with IT, Facilities, and the Helpdesk.
• Provide timely assistance and first-level support across various departments to ensure quick issue resolution.
• Translate complex technical jargon and concepts into clear, non-technical language for end-users.
• Maintain solid customer service standards and demonstrate strong interpersonal communication skills.

2. Technical Support

• Deliver broad first-level support for PCs, desktop hardware, software, and Ethernet networking technologies.
• Provide extensive troubleshooting and support for both networked and stand‑alone printers.
• Troubleshoot basic network connectivity, TCP/IP, IP networking, and general mobile device issues (smartphones/tablets).
• Serve as the Single Point of Contact (SPOC) between end-users and tier‑2/3 resolution groups (IT, Facilities, and other technical teams).
• Monitor system alerts and alarms using enterprise tools such as SolarWinds Orion.
• Execute and manage Global "OPSCON" escalation protocols in the event of site or center outages.

3. Internal Connections & Partnership

• Display advanced interpersonal communication skills to collaborate effectively with both technical and non‑technical personnel across all organizational levels.
• Build and maintain excellent working relationships with internal teams to ensure service desk delivery meets customer needs.

4. Client Support

• Respond promptly to client inquiries and provide step‑by‑step guidance to resolve hardware, software, and operational questions or problems.

5. Monitoring, Tracking & Administration

• Log all incoming helpdesk calls and email requests into the ticketing system.
• Maintain and manage service tickets within appropriate work queues, ensuring completion within established SLAs with high accuracy and efficiency.
• Perform other duties and tasks as assigned.

QUALIFICATIONS

• Information Technology: Strong foundation in PC and peripheral hardware, working knowledge of Microsoft Windows OS, desktop application software, and basic networking components.
• Problem Solving: Ability to identify root causes, evaluate potential solutions, and actively resolve issues using standard troubleshooting techniques.
• Analytical & Logical Thinking: Ability to collect, compare, and assess data from multiple sources to approach issues in a structured, methodical manner.
• Documentation & Reporting: Ability to collect, compile, organize, and store relevant IT data and reports in both printed and electronic formats.
• Communication: Strong clear‑cut verbal and written communication skills to convey technical information effectively across various channels.