Technical Support (Online Gaming)

Sureste Properties Inc.; Parañaque; On-site; PHP 360,000 - 720,000; Full time

Job summary

Sureste Properties Inc. in Metropolitan Manila, Parañaque is seeking an IT Help Desk Support specialist to respond to tickets, diagnose endpoint issues, and configure workstations. You will participate in onboarding and offboarding, maintain knowledge base, and support after-hours rotations.

The role requires 2+ years of experience, proficiency with Windows/macOS, and Microsoft 365, along with strong customer service and communication skills. This position suits a fast-paced environment.

Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
• Experience: 2+ years in a technical or help desk support role, preferably within a fast-paced or 24/7 operational environment such as online gaming.
• Skills: Strong troubleshooting across Windows/macOS, Microsoft 365, basic networking and ticketing systems; excellent customer service and communication skills; ability to work rotating shifts.
• Certifications (good to have): CompTIA A+ or ITIL Foundation preferred.

Responsibilities

• Respond to and resolve incoming support tickets, calls, and chat requests within defined SLAs.
• Troubleshoot hardware, software, network connectivity, and application issues for end users.
• Provision and configure workstations, peripherals, and mobile devices per company standards.
• Escalate complex issues to appropriate second- or third-line teams (network, server, security) with clear documentation.
• Maintain accurate records of incidents, requests, and resolutions in the ticketing system.
• Support onboarding and offboarding of employees, including account setup, equipment issuance, and access provisioning coordination.
• Maintain and update the IT knowledge base with troubleshooting guides and FAQs.
• Monitor recurring issues and report trends to identify opportunities for permanent fixes.
• Assist with patch deployment, endpoint compliance checks, and antivirus/EDR agent management on end-user devices.
• Provide support coverage during extended hours or on-call rotations as required by the business.

Skills

Windows

macOS

Microsoft 365

Networking

Ticketing systems

Customer service

Communication skills

Rotating shifts

Education

Bachelor’s degree in Information Technology or related field

Tools

Windows OS

macOS OS

Active Directory

Endpoint management

Job description

Duties and Responsibilities

• Respond to and resolve incoming support tickets, calls, and chat requests within defined SLAs.

• Troubleshoot hardware, software, network connectivity, and application issues for end users.

• Provision and configure workstations, peripherals, and mobile devices per company standards.

• Escalate complex issues to appropriate second- or third-line teams (network, server, security) with clear documentation.

• Maintain accurate records of incidents, requests, and resolutions in the ticketing system.

• Support onboarding and offboarding of employees, including account setup, equipment issuance, and access provisioning coordination.

• Maintain and update the IT knowledge base with troubleshooting guides and FAQs.

• Monitor recurring issues and report trends to identify opportunities for permanent fixes.

• Assist with patch deployment, endpoint compliance checks, and antivirus/EDR agent management on end-user devices.

• Provide support coverage during extended hours or on-call rotations as required by the business.

Key Performance Indicators/Key Success Factors

• Average ticket resolution time against SLA targets.

• First-contact resolution rate.

• Customer/employee satisfaction score (CSAT) for support interactions.

• Ticket backlog and aging trend.

• SLA compliance rate across priority tiers.

Qualifications and Requirements

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

• Experience: 2+ years in a technical or help desk support role, preferably within a fast-paced or 24/7

• operational environment such as online gaming.

• Skills & Knowledge: Strong troubleshooting skills across Windows/macOS, Microsoft 365, basic

• networking and ticketing systems; excellent customer service and communication skills; ability to work rotating shifts.

• Certifications (good to have): CompTIA A+ or ITIL Foundation preferred.