Technical Support Specialist (Tier 1)

Sugbo Logic Systems; Cebu City; On-site; PHP 180,000 - 280,000; Full time

Job summary

Sugbo Logic Systems is seeking a Technical Support Specialist (Tier 1) in Cebu City to serve as the first point of contact for hardware and software issues. You will troubleshoot basic IT problems, guide users through resolutions, and document all interactions in the ticketing system.

The role emphasizes clear communication and rapid problem-solving in a fast-paced environment, with opportunities to escalate complex issues to higher tiers while maintaining high customer satisfaction.

Qualifications

• Experience handling basic hardware, software, and network issues in a help desk.
• Ability to explain technical concepts to non-technical users.
• Comfort with learning new technologies and tools.

Responsibilities

• Serve as the first point of contact for end-user IT issues via phone, email, ticket, and chat.
• Troubleshoot common hardware, software, and network problems; escalate when needed.
• Provide clear, patient guidance to users to resolve issues.
• Document interactions in the ticketing system with detailed information.
• Escalate complex cases to Tier 2/3 with thorough handoffs.
• Assist with password resets and user account provisioning.
• Maintain knowledge of systems and configurations used by clients.

Skills

Problem-solving

Communication skills

Work under pressure

IT fundamentals

Ticketing systems

Customer service

Job description

About the role

The Technical Support Specialist (Tier 1) serves as the first point of contact for hardware and technical support inquiries, providing timely and effective assistance to resolve basic hardware and technical issues.

This role focuses on troubleshooting, escalating complex problems to higher-tier support teams, and delivering exceptional customer service to ensure user satisfaction. The ideal candidate is a fast learner with strong communication skills and a passion for problem-solving in a fast-paced environment.

What you'll be doing

• Responding promptly to technical support requests via telephone, email, ticketing systems and live chat from end-users.
• Troubleshooting common IT issues including hardware failures, software conflicts, network connectivity problems and user access issues.
• Providing clear, patient guidance to non-technical users to help them resolve issues independently
• Documenting all support interactions accurately in the ticketing system with detailed information about problems and resolutions.
• Escalating complex or unresolved issues to Tier 2 technical support or specialist teams with comprehensive information.
• Installing, configuring and troubleshooting operating systems, applications and peripheral devices.
• Performing password resets, account provisioning and user access management tasks.
• Maintaining knowledge of IT systems, software applications and hardware configurations used by clients.
• Contributing to IT support documentation, knowledge bases and FAQ resources.
• Adhering to support service level agreements and maintaining high first-contact resolution rates.

Primary Duties and Responsibilities

• Act as the first point of contact for users experiencing hardware or technical issues, providing exceptional customer support via phone or e-mail.
• Diagnose and troubleshoot basic hardware, software, and network issues, ensuring timely resolution or escalation as needed.
• Log and document all incidents and service requests in the ticketing system, ensuring accurate and detailed records.
• Follow standard operating procedures and knowledge base articles to deliver consistent and efficient resolutions.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support teams, providing detailed handoff notes.
• Monitor system alerts and responds to incidents in real-time to minimize downtime.
• Assist with user account management tasks, such as password resets and access provisioning.
• Provide regular updates to customers and internal stakeholders on the status of their requests or issues.
• Collaborate with other team members to share knowledge and improve processes.
• Stay up to date on new technologies, tools, and processes to enhance support capabilities.

Skills and Experience Needed

• Strong problem-solving and critical-thinking abilities.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work efficiently under pressure in a fast-paced environment.
• Basic understanding of hardware, software, and networking principles.
• Proficiency in using ticketing systems and documenting technical issues.
• Strong customer service orientation, with a focus on user satisfaction.

Preferred Experience:

• 1-2 years of experience in customer support, technical support, or a help desk role.
• Familiarity with remote support tools and troubleshooting methodologies.