Technical Support Representative

ITM8 PHILIPPINES INC.; Dumaguete; On-site; PHP 260,000 - 400,000; Full time

Job summary

itm8 Philippines Inc. provides IT support to users via phone and incident management. The role involves handling service requests and incidents, documenting issues, and ensuring timely resolution as the first line of support.

The ideal candidate has a IT-related degree, solid English communication, and 5 years in technical/helpdesk roles. The position requires willingness to work on shifting schedules and may involve relocation.

Qualifications

• Bachelor/College degree in IT, CS, CE or equivalent.
• Preferably 5 years in technical and helpdesk support.
• Good English communication skills.
• Knowledge of Windows, MS Office and common software tools.

Responsibilities

• Responds to phone calls and assists users with IT-related issues.
• Accepts and manages service requests and incidents per procedures.
• Records incidents and requests with pertinent documentation.
• Classifies incident types and service disruptions.
• Analyzes issues and proposes solutions with potential side effects.
• Escalates complex or unresolved incidents as needed.

Skills

English communication

Technical troubleshooting

Customer service

Problem solving

Education

Bachelor in IT/CS/CE or equivalent

Tools

Windows OS

MS Office

3rd party software

Job description

About the role

Service Desk Specialist/Technical Support Representative providing IT support to users by responding to phone calls, managing service requests and incidents, and resolving IT-related issues.

Key responsibilities

• Responds to phone calls and aids users with their IT-related issues




• Accepts and manages service requests and incidents in accordance with established procedures




• Records incidents and service requests while keeping and managing pertinent documentation




• Recognizes and categorizes incident types and service disruptions




• Analyzes user issues systematically and offers solutions along with potential side effects




• Applies expertise to resolve user issues and queries databases for potential solutions




• Escalates complex or unresolved incidents




• Serves as the regular point of contact, receiving and managing support requests




• Addresses a wide range of service requests for support by supplying information to fulfill requests or facilitate resolution




• Conducts initial investigation and diagnosis as the first line of support, promptly assigning unresolved issues as necessary

About you

• Bachelor/College Degree in Information Technology, Computer Science, Computer Engineering, or equivalent




• Preferably 5 years experienced in Technical & Helpdesk Support or equivalent




• Good English communication skills




• Technical troubleshooting knowledge of Windows systems, MS Office products, and 3rd party software




• Knowledge of Computer Hardware/Software, Networks, and General computer usage




• Willing to work on shifting schedule




• Willing to relocate

About us

itm8 Philippines Inc. is a branch of itm8 A/S, a fast-growing global IT company with an entrepreneurial spirit. itm8 A/S is the leading Danish provider of IT outsourcing services for both private and public sectors. With 28 branches across four countries—Sweden, Denmark, the Czech Republic, and the Philippines. We expand the boundaries of IT solutions, focusing on four business-critical areas: Digital Transformation, Cyber Security, Cloud Services, AI Solutions, ERP and Business Intelligence.