Urgent Hiring! IT Voice Support Specialist

KMC Solutions; Taguig; On-site; PHP 446,000 - 670,000; Full time

Job summary

KMC Solutions in Taguig is seeking an IT Voice Support Specialist to be the first point of contact for voice tech support across operations. You will handle hardware, software, and network issues for retail and office staff, with remote diagnostics and on-site coordination with field technicians.

This onsite/ night-shift role requires strong English communication and ITIL familiarity. Responsibilities include ticketing, troubleshooting, documentation, escalation, and collaboration with vendors

Qualifications

• Education: Bachelor’s degree in IT, Computer Science, Information Systems, or a related discipline (required).
• Experience: Minimum 2 years in a remote IT support or service desk capacity, demonstrating reliability and skill in independent issue resolution.
• Expertise in remote support logistics, tools, and best practices to support distributed retail environments.
• Proficiency diagnosing and resolving hardware malfunctions: handheld devices, printers, workstations, and connectivity components.
• Outstanding verbal and written communication—clear, professional, and empathetic.
• High attention to detail, with strong organizational and documentation skills.
• Self-driven with capability to operate efficiently in a fully remote role aligned with PST hours.
• Understanding of ITIL service delivery principles, ticket lifecycle, and escalation workflows.
• Highly collaborative—easily coordinates with cross-functional teams, including field technicians and vendors.

Responsibilities

• Promptly handle incoming support requests from station and office personnel via calls, tickets, or email.
• Execute thorough remote diagnostics for hardware, workstations, connectivity, and remote software tools.
• Conduct password resets, account unlocks, and configuration support through remote access tools.
• Work collaboratively with field technicians to resolve POS and MNSP (network) issues at customer sites.
• Accurately document and prioritize all support cases in the ticketing system as per SOPs.
• Monitor and follow up on ticket status to meet service-level targets.
• Maintain clear, professional communication with internal teams and end users throughout resolution.
• When required, coordinate with vendors or internal departments for issue escalation.
• Proactively identify recurring support trends and contribute improvement insights.

Skills

Troubleshooting

Documentation

Communication

Remote work

Customer service

ITIL

Education

Bachelor’s degree in IT, Computer Science, Information Systems, or a related discipline

Job description

Make your next big career move by applying as KMC Solutions' next IT VOICE SUPPORT SPECIALIST!

The IT Voice Support Specialist serves as a critical first point of contact for voice technical support across H&S Energy Group’s operations. This role is responsible for efficiently handling IT voice support requests related to hardware, software, and network issues from retail and office staff.

The IT Voice Support Specialist must demonstrate strong troubleshooting capabilities, precise documentation, and effective coordination with on-site field technicians to resolve complex issues—including POS systems and MNSP-related network disruptions. Good English communication skills are also required to clearly and professionally assist users and coordinate with internal and on-site teams.

Work setup:

• Onsite at Four Neo, BGC Taguig


• Night shift

The main responsibilities of a DESK SUPPORT ANALYST include:

Technical Support & Troubleshooting

• Promptly handle incoming support requests from station and office personnel via calls, tickets, or email.


• Execute thorough remote diagnostics for hardware, workstations, connectivity, and remote software tools.


• Conduct password resets, account unlocks, and configuration support through remote access tools.


• Work collaboratively with field technicians to resolve POS and MNSP (network) issues at customer sites.

Documentation & Ticket Management

• Accurately document and prioritize all support cases in the ticketing system as per SOPs.


• Monitor and follow up on ticket status to meet service-level targets.


• Maintain clear, professional communication with internal teams and end users throughout resolution.

Collaboration & Escalation

• When required, coordinate with vendors or internal departments for issue escalation.


• Proactively identify recurring support trends and contribute improvement insights.

To apply, you must be an expert on the following requirements:

• Education: Bachelor’s degree in IT, Computer Science, Information Systems, or a related discipline (required).


• Experience: Minimum 2 years in a remote IT support or service desk capacity, demonstrating reliability and skill in independent issue resolution.


• Expertise in remote support logistics, tools, and best practices to support distributed retail environments.


• Proficiency diagnosing and resolving hardware malfunctions: handheld devices, printers, workstations, and connectivity components.

• Outstanding verbal and written communication—clear, professional, and empathetic.


• High attention to detail, with strong organizational and documentation skills.


• Self-driven with capability to operate efficiently in a fully remote role aligned with PST hours.


• Understanding of ITIL service delivery principles, ticket lifecycle, and escalation workflows.


• Highly collaborative—easily coordinates with cross-functional teams, including field technicians and vendors.

It will also be favorable if you are knowledgeable in:

• POS, MNSP, and fuel management software but not required.


• Proficiency with Mobile Device Management (MDM) and Remote Monitoring and Management (RMM) systems.