Technical Support Representative (Tier 1 and 2) - Remote

Overview

We are seeking a skilled and customer-focused Service Desk Tier 1-2 Support Representative to join our team. You will be responsible for providing technical support and troubleshooting services to our clients, ensuring the efficient resolution of incidents and service requests.

In Short

• Providing Tier 1 and 2 level IT, application, software & hardware support
• Actively monitoring ticking system ensuring tickets are being actioned within SLAs
• Escalating issues internally as required and managing customer communication
• Monitoring the Control Centre for potential issues and raising as tickets as required
• Creating training materials to build internal knowledge
• Providing support to the on-site technicians as required
• Preparing issue reports and update stakeholders
• Implementing and upgrading functionality with the customer

Requirements

• Have a Certificate or higher in Computer Science, Software, Networking or IT
• Good computer literacy with basic understanding of networking
• Be highly organised with great attention to detail
• Strong communication skills- both written and verbal English
• Ability to work in a fast pace environment and manage multiple deadlines

Benefits

• Work from home remotely in Manila + laptop and docking station supplied
• 13,500 PHP remote work set up allowance
• HMO for you plus 1 dependent on Maxicare plan
• A 5,000 PHP annual wellbeing allowance
• 10 days vacation leave + 5 days sick leave
• 2 additional days of leave for charity or wellbeing
• Quarterly catch ups with the team in Manila
• Additional 2-4 weeks of paid parental leave
• Free professional employee assistance resource for mental health
• 20,000 PHP Employee referral payment
• Inclusive fun club that organises activities and events
• Virtual and in-office training and development