Support Technician, Service Desk (Cebu - Remote)

Qualfon; Cebu City; On-site; PHP 210,000 - 320,000; Full time

Job summary

Qualfon is seeking an IT Helpdesk/Technical Support role to serve as the single point of contact for on-site and remote users, delivering first-line support for PCs, printers, and networking. You will triage incidents, maintain SLA adherence, and translate technical terms for end-users while upholding customer service standards.

Ideal candidates have an IT degree and strong problem-solving, documentation, and communication skills to collaborate with IT, Facilities, and other teams in a

Qualifications

• Graduate of Information Technology or related course.
• Strong communication and customer service skills.
• Ability to translate technical jargon to end users.

Responsibilities

• 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 compliance with IT, Facilities, and Helpdesk policies and procedures.
• Provide first-level support across departments for quick issue resolution.
• Translate technical jargon into clear language for end-users.
• Maintain solid customer service standards and interpersonal communication.

Skills

Customer service

First-line support

Troubleshooting

Communication skills

Technical problem solving

PC hardware basics

Networking basics

Education

Bachelors in Information Technology

Tools

SolarWinds Orion

Job description

Education Requirement:

• Graduate of Information Technology or any related course

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.
• 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.

About the company

At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person’s life better. Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients.