Tier 1 Support (Philippines)

Doxa; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Doxa is seeking a Technical Support Specialist in the Philippines to assist customers with basic to intermediate tech issues, including incident response and first contact resolution using established policies and tools. You’ll document service requests and escalate complex issues when needed.

You should have a Bachelor’s degree preferred and strong knowledge of Windows desktops, AD/Azure AD, and O365/Exchange, plus experience in multi-client environments and Microsoft 365 apps.

Qualifications

• Bachelor’s degree in a related field preferred.
• Strong knowledge of Windows desktops and end-user support including AD/Azure AD and O365/Exchange.
• Intermediate knowledge of Windows servers, networking fundamentals, and firewall tech.
• Fundamental knowledge and experience with VMware infrastructure (vCenter/ESXi) and VMware Horizon.
• Experience in a multi-client environment and Microsoft 365 applications.
• Excellent organizational and communication skills; data management and analytics aptitude.
• Ability to work autonomously.

Responsibilities

• Communicate with customers via phone, chat, and email daily.
• Handle helpdesk calls and monitor the ticketing system for hardware/software issues.
• Assess problems and route to appropriate staff or vendors.
• Provide remote or on-site support for Microsoft environments (Windows, Office 365).
• Install and support client-specific software packages.
• Document work in the ticketing system and expand the knowledge base.
• Escalate issues to advanced technicians as needed.

Skills

Windows desktop support

Microsoft 365

End-user support

Analytical skills

Oral & written communication

Autonomous work

Data management & analytics

Education

Bachelor's degree

Tools

Microsoft AD

Azure AD

O365/Exchange

VMware Horizon

VMware vCenter/ESXi

Job description

THE ROLE:

We’re seeking a Technical Support Specialist. This role is designed for professionals who support customers with basic to intermediate technology needs, including incident response and first contact resolution using established policies, processes, and service delivery tools.

You’ll play a key role in providing technical support, resolving end-user issues, documenting service requests, and escalating complex issues when needed.

REQUIREMENTS:

• A Bachelor’s degree in the related field preferred
• Should possess and strong knowledge of Windows desktops and end-user support including Microsoft AD, Azure AD, and O365/Exchange as the technology relates to the role
• Intermediate knowledge of Windows servers, networking fundamentals, and firewall technology is a plus
• Fundamental knowledge and experience with VMWare infrastructure (vCenter/ESXi) and VMWare Horizon is a plus
• Character of culture and customer obsession is also a plus
• Experience in a multi-client environment
• Strong computer aptitude, which includes expertise with Microsoft 365 applications
• Strong organization, oral and written communication skills
• Analytical skills with particular attention to detail
• Aptitude in data management, analytics, reporting preparation
• Ability to function in an autonomous environment—independent worker, self-directed

Education: Bachelor’s degree in a related field preferred.

Experience: Experience in a multi-client environment.

Skills:

• Strong knowledge of Windows desktops and end-user support.
• Knowledge of Microsoft AD, Azure AD, and O365/Exchange.
• Strong computer aptitude, including expertise with Microsoft 365 applications.
• Strong organizational, oral, and written communication skills.
• Analytical skills with particular attention to detail.
• Aptitude in data management, analytics, and reporting preparation.
• Intermediate knowledge of Windows servers, networking fundamentals, and firewall technology is a plus.
• Fundamental knowledge and experience with VMWare infrastructure (vCenter/ESXi) and VMWare Horizon is a plus.

Characteristics:

• Customer service oriented.
• Independent worker and self-directed.
• Customer-focused mindset.
• Ability to function in an autonomous environment.

RESPONSIBILITIES:

• Communicate with customers via phone, chat, and email daily
• Answer helpdesk calls and actively monitor the ticketing system to help with end-user computer-related problems including hardware, software, telephones, printers, peripherals, and related equipment
• Determine the severity of problems and resolve or refer to an appropriate staff member or vendors
• Respond to customer service requests that require excellent customer service skills and technical proficiency regarding hardware and software problems both remotely and on-site when needed
• Use remote support tools and ticketing systems to support clients using Microsoft environments including Windows and Office 365
• Install and support a variety of client-specific software packages
• Perform documentation of all work in a ticketing system and expand company procedures to maintain a knowledge base
• Escalate service issues as needed to advanced technicians