1,139 IT Support Analyst jobs in the Philippines

About us

PacificTSP is a premium managed service provider and BPO. We provide technical support and staffing services to US based MSP's.

Please Note

The role is in Baguio and will require working in our office. You will be assigned to a single US based company with the expectation you can grow in this role over time and work with their (very friendly and helpful) team.

Key Responsibilities

• Serve as the first point of contact for client-reported issues, professional, courteous, and efficient.
• Triage, document, and resolve service requests using ConnectWise Manage in line with SLAs.
• Achieve and maintain an FCR (First Contact Resolution) rate of 80% or higher.

• Diagnose and resolve technical issues involving:

• Network connectivity/access

• Desktop and laptop hardware
• Software applications and cloud platforms
• Peripheral devices (printers, scanners, etc.)
• Deliver clear, timely, and customer-focused communication throughout the ticket lifecycle.
• Accurately document all actions, resolution steps, and details following company standards.

• Excellent verbal and written English communication
• Strong interpersonal skills with a customer-centric mindset
• Detail-oriented and process-driven
• Minimum of 2 years' experience in IT support
• Experience with Active Directory and Office year each preferred)
• Reliable, punctual, and a collaborative team player

• Windows 10/11
• Windows Server (2012–2019)
• Active Directory & Entra ID (Azure AD)
• Office 365 (Exchange, SharePoint)
• Group Policy
• Basic LAN/WAN networking
• Network printer setup and deployment
• General hardware and software troubleshooting

• MSP experience
• SonicWall
• Ubiquiti networking gear
• ConnectWise Ticketing, Automate
• ScreenConnect
• SolarWinds Backup

• 5 Day Work Week
• US based company
• Excellent pay
• A small team, so you get to know everybody
• Friendly client, we don't work with bad ones

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Applies functional knowledge and skills to the problem to identify root cause
• Obtain the facts and information needed to collaboratively arrive at the optimal outcome
• Takes responsibility and ownership for decisions, actions and results
• Organizes work tasks based on business priorities
• Completes work on time and keeps the right people informed
• Takes ownership of tasks and actions while being focused on outcomes
• Establish root cause of issues to ensure resolution
• Identify and weigh solution options including evaluating impacts, risks, costs, & time
• Validate resolution
• Applies a systematic approach to confirm, identify, and resolve system issues
• Understands and applies the protocols, procedures, processes, and techniques to prevent the unauthorized access to and protection of systems and data and complies with applicable contractual, regulatory, statutory, and company policies
• Provides support for customer inquiries and issues in a manner that sustains confidence and positive outcome
• Understand technology functionality, standard operating procedures, common issues, and solutions
• Maintain up-to-date knowledge about deployed technologies and how they affect the business
• Empathize with end-user needs and provide technology guidance
• Stay current on technology trends
• Provide phone support during "All Hands on Deck" events such as high volume days and enterprise outages driving volume to our Level 1 help desk
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Undergraduate degree or equivalent experience
• 2+ years of experience the desktop support technology field
• 1+ years working in a high-volume call center environment
• Hands-on experience with ITIL processes and ITSM tools (ServiceNow, Service Manager)
• IT Helpdesk experience, Desktop/Product Support experience
• Direct customer service or relationship management experience
• Proven experience contributing and aligning to a vision and translating that into practical action
• Proven ability to be a champion for change and continuous improvement
• Proven self-motivated and able to work with little direct supervision and drive results with disciplined follow-through
• Proven adaptable and flexible to meet objectives and changing priorities

Preferred Qualification:

• CompTIA+, Network+, and Security+ Certifications

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

Optum is a drug-free workplace Optum Global Solutions (Philippines) Inc. All rights reserved.

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

What a Technical Solutions Analyst does at Visa:

Commercial and Money Movement Solutions (CMS) Client Services team provides industry-leading implementation and operational support to Visa's clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. As part of the Technical Solutions team, the role provides technical support to financial institutions who utilize CMS product suite to provide Value Added Services and transactional processing services to their corporate clients.

In this role, you are expected to:

• Provide high value customer service support to clients, ensuring customer expectations are exceeded, and be the voice of the client
• Participate in cross functional customer service delivery initiatives across clients and Visa internal teams
• Coordinate internal resources to accomplish client's and Visa's objectives
• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa
• Proactively notify clients regarding any widespread or business critical problems with CMS product suite.
• Build and enhance positive working relationships with key clients and internal stakeholders
• Engage Technology Operations and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues
• Educate and train clients on best practices for CMS product suite
• Represent Client Services from the operational perspective in the execution of difficult and mildly complex customer change requests, system or new operational requirements.
• Negotiate and manage expectations of clients and internal stake holders
• Develop and manage operational initiatives, special projects and client-driven continuous improvement plan.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client focused. As a candidate, you should have:

Bachelor's Degree in Information Technology or equivalent qualification.

A minimum of 5 years of experience in an external facing role as technical support in the financial services, payment industry, software or information services.

Previous experience supporting Expense Management Solutions is highly desired.

Able to effectively communicate at all levels.

Demonstrated ability to articulate technical terms or processes into business language.

Strong interpersonal skills. Proven abilities in negotiating with and influencing clients and peers at the working level.

Demonstrate success in client relationship management.

Effective time management, organization, and planning skills.

Effective communication skills, both verbal and written.

Role is based in Pasay, Manila.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

About PayJoy
PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry. As of 2025 we have brought billions of dollars in credit to 15 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.

This role
The Technical Support Analyst is responsible for resolving a variety of major technical issues, assistance and support to PayJoy's customers, ensuring a positive customer experience, as well as to help test upcoming PayJoy products.

Responsibilities

• Respond to the customer's experience team's technical questions, diagnosing.
• Serve as an escalation point for complex customer issues that customers encounter with products or services.
• Provide technical guidance on how to use a product or service effectively and efficiently.
• Conduct research to identify and implement solutions to complex technical problems.
• Collaboration with Customer Service, Product, Engineering, and Operations teams to ensure seamless support integration and timely resolution of customer issues.
• Test and evaluate new products and services to ensure they are functioning properly and meet customer needs.

Requirements

• Bachelor's in Computer Science or related field.
• 1-2 years of experience in financial technology services, testing mobile or web applications.
• Strong technical knowledge SQL Query, Testing Mobile or Web applications, support tools such as ticketing systems, communication platforms, and knowledge management systems (e.g., JIRA, Slack, Confluence, Zendesk) with basic understanding of API fundamentals; but, should be able to adapt to changing customer needs and technologies, and be willing to learn new skills.
• Analytical and problem-solving skills to analyze complex technical problems and identify effective solutions in a timely manner.
• Excellent communication skills with customers and colleagues, both verbally and in writing.
• Excellent customer service and have the ability to empathize with customers and understand their needs.
• Team player to collaborate effectively with other members of the support team as well as with other departments such as engineering, product management, and sales.

Benefits

• 100% Company Funded : Private Health Insurance for employee and immediate family
• 20 days vacation
• Phone finance, Headphone, home office equipment and wellness perks.
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening

About AvePoint
Beyond Secure. AvePoint is the global leader in data security, governance, and resilience, going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint's global channel partner program includes approximately 5,000 managed service providers, value-added resellers, and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit

.

Overview
Do you have a passion for customer satisfaction and the skills to troubleshoot in a technical environment? We're looking for someone who can quickly become an expert in delivering exceptional solutions that solve our customers' biggest challenges.

What will you be doing?
The Technical Support Analyst role puts you in a high-exposure support position assisting our enterprise customers and resolving technical issues with our software solutions. Working with your colleagues, developers, product managers, and account managers, you will have the opportunity to develop your technical and leadership skills through continuous learning opportunities.

Your Responsibilities Will Include

• Product Support: Becoming an expert in our product suite and working hands-on with Microsoft technologies – including SharePoint, Office 365, Azure, SQL Server, Window Server, and IIS. Supporting our customers by providing solutions that resolve and simplify complex technical issues in the Microsoft Cloud. Analyzing and troubleshooting software issues through the use of internal logging and development resources.
• Customer Service: Utilizing your knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries. Becoming a trusted customer advocate by ensuring we are prompt and professional with all engagements, whether by phone or email. Helping customers maximize their use of our products by overcoming any challenges throughout implementation and general use.
• Serving as the support contact for customers – regularly connecting via phone, email, and remote sessions
• Analyzing complex issues by reviewing product-specific logs and utilizing root cause analysis skills
• Overseeing interdepartmental collaboration to help ensure prompt delivery of customer requests
• Contributing to public-facing articles based on found issues in our software
• Learning about our technology – including release updates and new products – through on-the-job training and education

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We look for people who value agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.

As a Technical Support Analyst, you're the main point of contact for support for our customers, which means you have strong problem solving and customer service skills. You are also a team player who thrives on working collaboratively with both internal and external teams.

Other qualities that you'll need to be a fit for this role include:

• BA/BS Degree in an IT related field (Computer Science majors are preferred, but not required)
• 1 to 5 years of technical software support or help desk experience (preferred)
• Excellent written and verbal communication skills
• Ability to work independently and within a highly collaborative team environment
• Commitment to continuous education and drive to stay up-to-date with the latest technologies
• Strong interest or experience with Microsoft technology stack (including SharePoint, Office 365, Azure, Windows Server, SQL Server, and IIS)
• Work Schedule: PH Night shift (US Eastern)
• Hybrid Setup - 2 days WFH, 3 days Onsite
• Location: Cebu IT Park, Cebu City

What's in it for you?

• HMO coverage from day 1 of employment (plus 2 free dependents)
• Group life insurance (upon regularization)
• Paid annual and sick leaves (convertible into cash)
• Paid compassionate leave (5 days)
• Employee Dedication Award (years of service)
• Employee Referral Bonus Program
• Promoting diversity and inclusion
• Business Travel Opportunity (Top Performers)
• Hybrid Working Arrangement (3 days onsite & 2 days work-from-home)
• Competitive compensation package, Performance bonuses/incentives
• Career growth & advancement opportunities
• Terms and conditions apply

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.

Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Answer and resolve technical issues through mostly calls and via chat and web portal at a large corporate Service Desk, efficiently and professionally, in a high-volume call center environment that operates 24x7x365
• Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed
• Assist end users with their endpoint devices, Contact Center solutions applications, Collaboration application such as WebEx and Jabber
• Troubleshoot corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
• Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal
• Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction
• Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool
• Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
• Escalate high priority, high impact issues to the internal support teams
• Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.)
• Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time
• Anticipates customer needs and proactively identifies solutions
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Undergraduate degree or equivalent experience
• 5+ years of experience in a call center environment or equivalent
• 2+ years of experience in Workstation support (preferably in a Service Desk) with experience supporting from a level 1 to 2 perspective
• Extensive experience with Operating Systems support including but not limited to Windows 7, 8, 10, and Windows native applications
• Experience with Service Ticketing/Tracking Systems (ServiceNow preferred)
• Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred)
• Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc.)
• Knowledge and experience with end-user devices and computer peripherals troubleshooting (input device like mouse and keyboard, output devices like monitors and projectors, docking stations, printers etc.)
• Knowledge and experience with Terminal Emulators such as Putty, MobaXterm and others
• Amenable to work in Alabang, Muntinlupa City; or McKinley Hill, Taguig City; or UP-Ayala Techno Hub, Quezon City; or IT Park, Cebu City

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

Optum is a drug-free workplace Optum Global Solutions (Philippines) Inc. All rights reserved.

Job Responsibilities

• Applies functional knowledge and skills to the problem to identify root cause
• Obtain the facts and information needed to collaboratively arrive at the optimal outcome
• Takes responsibility and ownership for decisions, actions and results
• Organizes work tasks based on business priorities
• Completes work on time and keeps the right people informed
• Takes ownership of tasks and actions while being focused on outcomes
• Establish root cause of issues to ensure resolution
• Identify and weigh solution options including evaluating impacts, risks, costs, & time
• Validate resolution
• Applies a systematic approach to confirm, identify, and resolve system issues
• Understands and applies the protocols, procedures, processes, and techniques to prevent the unauthorized access to and protection of systems and data and complies with applicable contractual, regulatory, statutory, and company policies
• Provides support for customer inquiries and issues in a manner that sustains confidence and positive outcome
• Understand technology functionality, standard operating procedures, common issues, and solutions
• Maintain up-to-date knowledge about deployed technologies and how they affect the business
• Empathize with end-user needs and provide technology guidance
• Stay current on technology trends
• Provide phone support during "All Hands on Deck" events such as high volume days and enterprise outages driving volume to our Level 1 help desk
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Job Qualifications

• Undergraduate degree or equivalent experience
• 2+ years of experience the desktop support technology field
• 1+ years working in a high-volume call center environment
• Hands-on experience with ITIL processes and ITSM tools (ServiceNow, Service Manager)
• IT Helpdesk experience, Desktop/Product Support experience
• Preferred qualifications: CompTIA+, Network+, and Security+ Certifications

What we offer

• Market Competitive Pay Levels
• Retirement Plan
• Medical Plan (HMO) from Day 1 of employment
• Dental, Medical, and Optical Reimbursements
• Life and Disability Insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Tuition Fee Reimbursement
• Employee Assistance Program (EAP)
• Annual Performance Based Merit Increases
• Employee Recognition
• Training and Staff Development
• Employee Referral Program
• Employee Volunteerism Opportunity
• All Mandatory Statutory Benefits

Who we are

Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.

As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.

We're a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 14,000 employees in the Philippines.

Elevate your career with a leading health care company while improving lives.

Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that's dedicated to Caring. Connecting. Growing together.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• Answer and resolve technical issues through mostly calls and via chat and web portal at a large corporate Service Desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365
• Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed.
• Assist end users with their endpoint devices, Contact Center solutions applications, Collaboration application such as WebEx and Jabber.
  
  Troubleshoot corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed
• Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal
• Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers
• Demonstrate a highly developed sense of integrity and commitment to customer satisfaction
• Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool
• Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
• Escalate high priority, high impact issues to the internal support teams
• Adhere to a solidly regimented schedule (start/end times, lunches, breaks, non-production time, etc.)
• Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time

• Anticipates customer needs and proactively identifies solutions

• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Any course - Industrial Engineering/Management, Information Technology, Computer Science, Computer Engineering (preferred)
• Highest Educational Attainment: Graduate of at least 4-year course
• Total years of experience - 2+ years
• Minimum required relevant years of experience: 2+ years
• Skills and level of expertise required for each skill:
• Workstation support (preferably in a Service Desk) with experience supporting from a level 1 to 2 perspective
• Shift timing: 8PM-5AM PHT

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

Optum is a drug-free workplace Optum Global Solutions (Philippines) Inc. All rights reserved.

About the Role

We are looking for a Technical Support Analyst to join our team for a 3-month project engagement. The ideal candidate will have a strong background in both customer service and technical troubleshooting, with a proven ability to resolve complex issues under pressure.

You'll serve as the first point of contact for technical concerns, supporting internal users through ticket management, troubleshooting, and escalation processes. This role is onsite and night shift, supporting international operations.

Key Responsibilities

• Provide technical assistance via the Helpdesk hotline, resolving software, hardware, and system access issues
• Troubleshoot system errors in AS400, WMS, and proprietary applications; escalate as needed
• Identify user errors vs. system/programming issues and document them in tickets
• Create tickets for hardware failures or system-critical issues and manage JIRA ticket routing
• Monitor operational status of business systems and assist in resolving IT concerns in real-time
• Oversee nightly system operations to ensure business continuity for the next day
• Install and upgrade software applications as required
• Maintain clear records of support tickets and resolutions for future reference

Qualifications

Required:

• Minimum of 2 years of experience in technical support or IT-related customer service
• Excellent spoken and written English communication skills
• Strong multitasking, time management, and organizational abilities
• High attention to detail in a fast-paced, accuracy-driven environment
• Experience with Microsoft Office (Outlook, Excel, Teams, etc.) and Google Suite
• Skilled in ticket management and issue tracking systems (e.g., JIRA)
• Knowledge in diagnosing and resolving hardware, software, and network issues
• Familiarity with iPad iOS, Apple macOS, Windows OS, and IBMi AS400
• Ability to work independently with minimal supervision
• AA/AS degree in MIS or relevant IT certification

Preferred:

• CompTIA A+ or ITF+ certification
• Experience in software installations, upgrades, and system maintenance

Job Type: Fixed term

Contract length: 3 months

Pay: Php28, Php30,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee
• Staff meals provided

Ability to commute/relocate:

• Pasig: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you familiar with iPad iOS, Apple macOS, Windows OS, and IBMi AS400
• How much is your expected salary range?

Education:

• Bachelor's (Preferred)

Experience:

• IT-related customer service: 2 years (Preferred)

Language:

• English (Preferred)

Work Location: In person