Technical Support Representative
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Role Title:Technical Support Representative (Deep Technical / IT Specialist)
Type:Full-time Remote/On-site
Department:Technical Support / IT Operations
Role Overview
TheTechnicalSupport Representative (Deep Technical / IT Specialist) is responsible for handling complex technical issues for end-users and business clients going beyond basic troubleshooting into system network and application-level diagnosis. They act as a subject-matter expert (SME) within the support team taking escalations performing root-cause analysis and ensuring stable secure and efficient IT environments for customers.
Key Responsibilities
Provide advanced technical support via phone email chat and remote-access tools for hardware software and network-related issues.
Diagnose and resolve complex problems involving operating systems (Windows macOS Linux) business applications and end-user devices (desktops laptops peripherals VoIP printers).
Troubleshoot LAN/WAN WiFi VPN and connectivity issues including DNS DHCP routing firewall and security configurations.
Perform deep-dive investigations identify root causes and recommend long-term fixes to minimize repeat incidents.
Guide users through stepbystep technical solutions in clear non-technical language while maintaining excellent customer experience.
Install configure and support software updates and patches and assist with OS/application deployments or migrations.
Collaborate with Tier 2/3 engineers DevOps or vendor support to resolve advanced or platform-level incidents documenting all steps.
Maintain accurate detailed tickets in the help desk/ITSM system including diagnostics performed resolutions and knowledge articles created or updated.
Monitor system and network alerts respond to incidents within SLAs and participate in oncall rotations as needed.
Contribute to internal knowledge bases runbooks and documentation to upskill junior CSRs and streamline future troubleshooting.
Must-Have Qualifications
3 years of hands-on experience in Technical Support / IT Support / Service Desk with exposure to complex or escalated tickets.
Strong knowledge of computer hardware operating systems (Windows macOS Linux) and enterprise applications (e.g. Office 365 Google Workspace CRMs).
Solid understanding of networking fundamentals (TCP/IP VLANs routing VPN wireless firewalls) and common network troubleshooting tools (ping traceroute etc.).
Experience using remote support tools and ticketing/help desk systems (e.g. Zendesk Freshdesk Jira Service Management ServiceNow).
Excellent English communication skills (spoken and written) with the ability to explain technical issues to non-technical users.
Proven track record of working in a high-volume support environment (BPO MSP SaaS or internal IT) with SLAs/KPIs.
Nice-to-Have (Preferred) Skills
Certifications such as CompTIA A Network Security Microsoft (MCSA/Modern Desktop) Cisco CCNA or equivalent.
Experience supporting cloud platforms (AWS Azure Google Cloud) or SaaS products (e.g. CRM VoIP ERP tools).
Scripting or automation exposure (PowerShell Bash Python) for tooling reporting or repetitive tasks.
Background in MSPs NOC operations or remote IT support for international clients.
Behavioral Competencies
Strongproblem-solvingmindset with a structured analytical approach to troubleshooting.
High ownership and accountability for resolving issues end-to-end and following up with users.
Calm under pressure able to handle escalations and frustrated users professionally.
Continuous learner who keeps up with new technologies security practices and tools.
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
