Technical Support - Tier 1

Outsourcey; Manila; On-site; PHP 223,200 - 334,800; Full time

Job summary

A leading outsourcing company in Manila seeks a skilled Technical Support - Tier 1 specialist to serve as the initial point of contact for technical assistance. The ideal candidate will have a minimum of 2.5 years of experience in IT support, strong troubleshooting skills, and excellent customer service abilities. Responsibilities include diagnosing issues, providing resolutions, and managing support tickets. If you are passionate about technology and helping users, apply now for this rewarding opportunity!

Qualifications

• Min 2.5 years in IT Support Tier 1 role.
• Basic understanding of computer hardware, software, operating systems (e.g., Windows, macOS), and networking concepts.
• Strong problem-solving abilities and logical thinking.

Responsibilities

• Serve as the initial point of contact for end-users seeking technical assistance.
• Gather information to diagnose technical problems.
• Provide basic troubleshooting for hardware, software, and network issues.
• Log and track support requests, ensuring timely resolution.
• Escalate complex issues to higher-tier support teams.

Skills

Customer Service Skills

Troubleshooting Skills

Technical Knowledge

Job description

About the job Technical Support - Tier 1

Core Responsibilities

First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or ticketing system.

Issue Identification: Gather information from users to understand and diagnose technical problems or issues they are experiencing.

Technical Troubleshooting: Provide basic troubleshooting and resolution steps for common hardware, software, and network issues.

Ticket Management: Log and track support requests in a ticketing system, ensuring timely resolution and proper documentation of all interactions.

Escalation Management: Escalate complex or unresolved issues to higher-tier support teams or specialized technical experts as needed.

Requirements

Min 2.5 years in IT Support Tier 1 role

Technical Knowledge: Basic understanding of computer hardware, software, operating systems (e.g., Windows, macOS), and networking concepts.

Troubleshooting Skills: Strong problem-solving abilities and logical thinking to diagnose and resolve technical issues effectively.

Customer Service Skills: Excellent communication and interpersonal skills to interact with end-users professionally and empathetically.