Technical Support

Integrated OS; Philippines; Hybrid; PHP 240,000 - 420,000; Full time

Benefits offered by this job

Competitive salary

Career growth

Work-life balance

Collaborative environment

Job summary

Integrated OS is seeking a proactive Technical Support specialist to deliver accurate, customer-focused assistance across voice, email and remote channels. You will document detailed notes to support continuity, escalation, and metrics, while handling CCTV, intercom, and audio-visual products.

The role blends technical troubleshooting with clear, professional communication. Work is hybrid with an Alabang-based office; you’ll support clients across Australia and other regions, ensuring timely

Qualifications

• Experience in technical support or installation in AV, security electronics, IT networking or related field.
• Strong troubleshooting approach and methodical problem-solving.
• Knowledge of TCP/IP, DHCP, PoE, switches, VLANs.
• Ability to read datasheets and manuals.
• Excellent written and spoken communication.
• Strong ownership and reliable customer updates.

Responsibilities

• Handle customer support by phone, email, and remote access.
• Document detailed support records for continuity and escalation.
• Provide Level 1 security systems support for CCTV, intercom and alarms.
• Support professional audio systems including mixers, amplifiers, speakers.
• Escalate complex issues with structured handover and improvements.

Skills

Technical support experience

Troubleshooting methodology

TCP/IP & networking basics

Windows & web interfaces

Clear communication

Documentation & notes

Customer-focused service

Tools

TeamViewer

Job description

Unleash Your Talents with Us!

Hi there, our future Technical Support! Happy to see YOU here.

Here at Integrated OS, you'll be part of a team of passionate individuals who are committed to delivering exceptional offshoring services. Bringing in an array of skills and talents from different areas of business, from Finance, Human Resources, Information Technology, Customer Service, and Marketing to Sales and Operations.

From humble beginnings, we have built our company from our first team member onwards. Initially, we were lending support to an Australian print manufacturer - The Lamson Group.

Since then, we have continued to uphold our core values and culture and developed a deeper understanding of how people need help to succeed in their goals. And YOU might be a part of this amazing growth as our team keeps growing above all expectations!

What you'll do:

This role will provide accurate, practical and customer-focused technical support by phone, email, approved remote-access tools and other agreed channels. Maintain a personalised service while documenting enough detail to support continuity, measurement and effective escalation.

Key responsibilities for this role includes:

• Customer support and triage
  • Respond promptly to installation, setup, compatibility and troubleshooting enquiries.
  • Confirm the product model, serial number, firmware/software version, system topology, symptoms, business impact, recent changes and troubleshooting already completed.
  • Guide customers through safe, logical first-line checks using manuals, knowledge articles, approved configuration tools and remote access, including TeamViewer where authorised.
  • Keep concise support records covering the issue, actions taken, test results, resolution, customer commitment and escalation status.
  • Provide agreed national business-hours coverage for Sydney and Perth operations and identify urgent, widespread or safety-critical issues without delay.
• Security systems support
  • Provide Level 1 support across supported CCTV, intercom and alarm products, including Dahua, UNV
  • Perform initial checks for power, cabling, network connectivity, device discovery, IP settings, client or app access, basic recording and playback, firmware compatibility and common configuration faults.
  • Escalate advanced integration, cybersecurity, system-design, commissioning, suspected hardware failure and unresolved product defects with a complete technical handover.
• Professional audio Level 1 support
  • Support the current Audio portfolio, including 100 V, mixer and power amplifiers; installed, ceiling, outdoor, portable, line-array and subwoofer systems; active and passive speakers; mixers; music source players; microphones and wireless systems; DSP and signal processors; PA, paging and zone-control products.
  • Diagnose common symptoms such as no power, no audio, low output, distortion, noise or hum, feedback, wireless dropouts, pairing or frequency issues, intermittent channels, uneven zones and basic network-discovery faults.
  • Check signal flow, gain structure, input and output levels, mic/line selection, phantom power, balanced and unbalanced connections, speaker impedance or 100 V tap loading, amplifier and speaker compatibility, cable type and connector termination.
  • Assist with approved firmware updates, factory resets, preset loading, basic routing and configuration backup or restore procedures, following manufacturer documentation.
• Escalation, quality and continuous improvement
  • Escalate unresolved cases with a structured handover that includes the customer impact, product details, topology, configuration, logs, photos, measurements, test results and a clear statement of the assistance required.
  • Identify repeat faults and potential product-quality trends, and raise them through the agreed supplier, warranty or product-management process.
  • Create and maintain troubleshooting guides, known-issue notes and customer-facing instructions based on verified resolutions.
  • Track service measures such as response time, first-contact resolution, reopen rate, escalation quality and customer satisfaction.
  • Perform other reasonable duties that support the technical team and the timely delivery of customer outcomes.

Successful candidates must have:

• Essential
  • Demonstrated experience in technical support, installation or service within professional audio, AV, security electronics, IT networking or a closely related field.
  • A disciplined troubleshooting approach: reproduce the issue, isolate variables, test from source to destination, use a known-good substitute where appropriate and verify the final outcome.
  • Working knowledge of TCP/IP, DHCP, static addressing, PoE, switches and basic VLAN awareness, plus confidence using Windows, web interfaces, mobile apps and remote-support tools.
  • Ability to interpret datasheets, block diagrams, wiring diagrams, quick-start guides and technical manuals.
  • Clear written and spoken communication, patience with customers of different technical abilities and the judgement to avoid unsafe or unverified advice.
  • Strong ownership, time management and follow-through, with accurate notes and reliable customer updates.
• Required audio fundamentals for Level 1 support
  • End-to-end audio signal flow and gain staging from source and microphone through processing, amplification and loudspeaker output.
  • Mic, line and speaker level; balanced versus unbalanced audio; phantom power; polarity; shielding; grounding; and common causes of hum, noise, clipping and feedback.
  • Low-impedance and 70/100 V distributed audio basics, including speaker taps, total load, amplifier headroom and active versus passive loudspeakers.
  • Wired and wireless microphone setup, receiver and transmitter pairing, frequency coordination basics, batteries, antenna placement and interference triage.
  • Basic mixer, DSP, source-player, network-audio and zone-routing concepts, including safe reset, update and configuration-backup practices.
  • Correct selection and basic testing of XLR, TRS/TS jack, RCA, speakON-type, Ethernet, fibre, HDMI/USB and other portfolio connectors and leads.

Work Arrangements:

• Schedule: 6:00 AM - 3:00 PM PHT
• Work Setup: Hybrid Setup
• Office Location: Parkway Corporate Center, Alabang, Muntinlupa City

What's in it for YOU?

At Integrated OS, we create career opportunities where you can thrive, grow, and make an impact.

• Competitive Salary & Benefits: Be rewarded for your expertise and dedication.
• Career Growth & Development: Work alongside international clients and gain valuable experience.
• Work-Life Balance: Our innovative activities, open communication channels, and commitment to inclusivity make every day exciting and rewarding!
• Collaborative & Supportive Environment: Be part of a passionate team that values innovation and teamwork.