Technical Support Specialist

51talk; Eastern Manila District; On-site; PHP 279,000 - 502,000; Full time

Job summary

51talk is seeking an experienced Technical Support Specialist in Metro Manila to handle end‑to‑end tech support, monitor devices and networks, and drive issue resolution. You will assess risks, maintain documentation, and deliver training to users and staff.

The role emphasizes strong English communication, analytical thinking, and the ability to work with remote and on‑site teams to sustain service quality and data security.

Qualifications

• Graduate of IT, CS, CE with relevant technical experience.
• At least 2 years in Helpdesk, Desktop Support, or Technical Support.
• Knowledge of Windows 10/11, hardware, software, drivers, peripherals.
• Understanding of TCP/IP, DNS, Wi‑Fi, and internet troubleshooting.
• Ability to diagnose performance and system issues.
• Familiarity with remote support tools, ticketing systems, documentation, and log analysis.
• Proficient in Excel and PowerPoint for reporting.
• Good English communication for non‑technical users.
• Strong analytical, problem‑solving, organizational, and presentation skills.

Responsibilities

• Technical Support and Troubleshooting for computer, software, and network issues.
• Device and Network Monitoring to ensure performance and reliability.
• Technical Compliance, risk assessment, and recommended improvements.
• Ticket, Incident, and Complaint Management from report to resolution.
• Root‑Cause Analysis and coordinated resolution of recurring issues.
• Technical Follow‑up and cross‑team coordination.
• Technical Training and Documentation, including guides and FAQs.
• Reporting, Continuous Improvement, and Data Security practices.

Skills

Tech Support

Troubleshooting

Device Monitoring

Network Monitoring

Root Cause Analysis

Incident Management

Documentation

Reporting

Data Security

Communication

Remote Support

AI Tools (adv)

Automation (basic)

Scripting (Python/PowerShell/SQL)

Training & Knowledge Sharing

Education

Bachelor's degree in IT / Computer Science / Computer Engineering

Job description

Duties and Responsibilities

• Technical Support and Troubleshooting. Identify and fix computer, software, application, equipment, and internet connection issues.

• Device and Network Monitoring. Check computer performance, system condition, and internet connection to ensure everything works properly and meets company requirements.

• Technical Compliance and Risk Assessment. Check if devices and applications meet company standards, identify possible risks, and recommend necessary improvements.

• Ticket, Incident, and Complaint Management. Handle reported technical issues, review available information, update case records, and monitor concerns until resolved or escalated.

• Root-Cause Analysis and Resolution. Investigate recurring technical issues, identify their causes, coordinate solutions, and test if the problems have been fixed.

• Technical Follow-up and Coordination. Provide technical guidance, follow up on pending concerns, and coordinate with other teams to resolve technical issues.

• Technical Training and Documentation. Conduct technical training and orientations, and prepare troubleshooting guides, FAQs, and other reference materials.

• Reporting, Continuous Improvement, and Data Security. Prepare reports on technical issues and resolutions, suggest improvements, and ensure proper handling of company and user information.

Qualifications and Requirements

• Graduate of IT, Computer Science, Computer Engineering, or a related course; relevant technical experience may be considered.

• At least 2 years of experience in Helpdesk, Desktop Support, or Technical Support.

• Knowledge of Windows 10/11, computer hardware, software, drivers, and peripherals.

• Understanding of basic networking, including TCP/IP, DNS, Wi-Fi, and internet troubleshooting.

• Ability to diagnose computer performance and system issues.

• Familiarity with remote support tools, ticketing systems, technical documentation, and basic log analysis.

• Proficient in Microsoft Excel and PowerPoint for reporting and presentations.

• Good English communication skills, with the ability to assist non-technical users.

• Strong analytical, problem-solving, organizational, and presentation skills.

Preferred Skills and Attributes

• Experience supporting remote employees or online users.

• Knowledge of AI tools, troubleshooting automation, or workflow automation is an advantage.

• Basic programming or scripting knowledge (Python, PowerShell, or SQL) is an advantage.

• Proactive, patient, detail-oriented, and able to manage multiple tasks independently.

• Willingness to conduct technical training and contribute to process improvements.