Technical Support Engineer - Networking & MSP

AireSpring, Inc.; Pasig; On-site; PHP 201,000 - 357,000; Full time

Job summary

AireSpring, a leading global managed network services provider, seeks a Customer Service Technical Support representative in the Philippines to handle inbound inquiries, create and manage support tickets, perform basic troubleshooting, and communicate service updates. You will maintain a positive customer experience while guiding issues toward resolution.

You will use aireMonitor and aireReboot to perform initial triage, document findings, and route complex problems to higher tiers.

Qualifications

• High school diploma or equivalent; IT-related degree preferred.
• At least 1 year in customer service, technical support, help desk, or MSP experience.
• Strong verbal and written English communication.
• Ability to manage multiple interactions in a fast-paced environment.
• Basic networking concepts: TCP/IP, WAN/LAN, Internet services.
• Experience with basic troubleshooting such as ping and traceroute.

Responsibilities

• Answer inbound customer support calls professionally and timely.
• Create, document, and update customer trouble tickets accurately.
• Communicate issue status and next steps to customers.
• Perform initial service reviews using monitoring tools (aireMonitor).
• Open carrier tickets and notify customers of outages.
• Remotely reboot modems using aireReboot while on the line.
• Gather troubleshooting info and escalate as needed.
• Escalate unresolved issues to higher level teams.
• Maintain records of all interactions and SLA compliance.
• Collaborate with internal teams to resolve issues promptly.

Skills

Customer service

Communication

Multitasking

Problem solving

Documentation

Teamwork

Time management

Education

High school diploma or equivalent

IT-related degree preferred

Tools

Salesforce Service Cloud

SolarWinds

aireMonitor

aireReboot

Ticketing systems

Microsoft Office

Job description

AireSpring, a leading global managed network services provider, seeks a Customer Service Technical Support representative in the Philippines to handle inbound inquiries, create and manage support tickets, perform basic troubleshooting, and communicate service updates. You will maintain a positive customer experience while guiding issues toward resolution.

You will use aireMonitor and aireReboot to perform initial triage, document findings, and route complex problems to higher tiers.