IT Support Technicican

Position Overview

The Support Technician plays a critical role in ensuring smooth IT operations across Five9s offices and remote workforce. This position provides End-user IT support for the San Ramon office and remote users across North America APAC EMEA and India while also participating in global IT projects. You will interface with end-users across all business units and assist IT teams in troubleshooting issues related to systems applications and connectivity.

Key Responsibilities

• Serve as the first point of contact for IT support requests via Service Desk calls tickets and walk-ups following documented processes and escalation procedures.
• Provide IT troubleshooting for hardware software peripherals and enterprise applications across global offices and remote users.
• Manage ticketing systems ensuring timely resolution and proper escalation of issues.
• Perform password resets account provisioning and remote assistance for end-users.
• Administer and support enterprise-level solutions for managing computing devices within the Five9 global environment.
• Troubleshoot research diagnose and document technical issues involving client systems VPN and network connectivity.
• Support and maintain laptops desktops mobile devices (iOS/Android) printers and A/V systems for onsite and remote employees.
• Assist with IT purchasing hardware and software as needed.
• Participate in developing and implementing standard operating procedures and customer service guidelines for IT support.
• Collaborate on global IT projects and initiatives with colleagues across Five9 sites.
• Provide occasional off-hours support including evenings and weekends.
• Perform other related duties as assigned.

Qualifications

• Experience: 12 years in IT support helpdesk or customer service roles; enterprise-level experience preferred.
• Hands-on experience with Windows/Mac OS Microsoft Office remote support tools and ticketing systems.
• Familiarity with Active Directory for user group and policy administration.
• Understanding of network concepts (wired/wireless) and protocols.
• Strong problem-solving skills with the ability to follow documented processes and adapt solutions.
• Excellent written and verbal communication skills for interacting with technical and non-technical users.
• Ability to work independently or in a team on moderately complex assignments.
• Formal training or certifications (e.g. CompTIA A Network ITIL) are a plus.
• Experience with device management tools JAMF SaaS applications and mobile device support is a plus.
• Microsoft certifications are a plus.

What Were Looking For

• Early-career professionals with practical job knowledge and a willingness to learn.
• Individuals can handle routine tickets independently and escalate complex issues promptly.
• Team players who thrive in a fast-paced environment and demonstrate ownership of tasks.
• Ability to learn quickly adapt to change and maintain attention to detail.
• Creativity and resourcefulness in problem-solving.

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS PhilHealth PagIBIG 13^thmonth pay Solo parent leave Special leave for women)