Tier 1 Tech Support Specialist | Fast-Paced Help Desk

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

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.