IT Support Executive

About Personal Collection Direct Selling Inc.

Personal Collection Direct Selling Inc. is one of the leading direct-selling businesses in the Philippines, providing quality and affordable products that improve everyday living for every Filipino. For more than 20 years, we’ve empowered entrepreneurs, employees, and dealers to grow with purpose. At PC, together, we make lives and careers great.

What You'll Do:

• Provide Tier 2/Tier 3 technical support through phone, email, chat, and remote assistance by diagnosing complex product, application, hardware, operating system, and connectivity issues using logs, system dumps, code review, SQL queries, and network troubleshooting tools.
• Troubleshoot and resolve technical issues by identifying root causes and implementing appropriate fixes, workarounds, configuration changes, and other solutions to restore system functionality and minimize service disruption.
• Manage and prioritize support tickets based on severity, business impact, and Service Level Agreements (SLAs), ensuring accurate documentation of issues, troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
• Coordinate with customers and internal technical teams, including Development, Quality Assurance, Infrastructure, and other stakeholders, to escalate complex issues, provide detailed analysis and reproduction steps, and test and validate fixes, patches, and software updates.
• Maintain and monitor IT systems and infrastructure by installing and configuring hardware, operating systems, and applications; monitoring system and network performance; and supporting product deployment, migration, integration, and connectivity requirements.
• Support system updates and product readiness by setting up items, bundles, and promotions; performing quality assurance testing; validating new configurations in production; monitoring product availability; and raising concerns or issues requiring resolution.
• Deliver effective customer service and organizational support by communicating technical information clearly to non-technical users, conducting post-resolution follow-ups, providing feedback for process and documentation improvements, participating in company and cross-functional activities, complying with policies and regulations, and performing other related duties as assigned.

What Makes You A Great Fit:

• Proven experience with Windows, Linux, and/or macOS operating systems.
• Strong knowledge of networking protocols (TCP/IP, DNS, DHCP) and network troubleshooting.
• Familiarity with scripting languages (e.g., Python, Bash, PowerShell) for automation.
• Working knowledge of SQL for database querying and troubleshooting.
• Experience with virtualization (VMware, Hyper-V) and/or cloud platforms (AWS, Azure, GCP).
• Proficiency with Help Desk/Ticketing software (e.g., Zendesk, ServiceNow, Jira, Mojo Helpdesk).
• Good analytical and diagnostic skills to identify root causes in complex systems, as well as critical thinking and the ability to approach problems methodically under pressure.
• Adept in written and verbal communication for both technical and non-technical audiences.

Why PC:

• Enjoy monthly complimentary products.
• Be part of one of the top direct-selling companies in the Philippines with a growing presence across APAC.
• Build your career in a purpose-driven organization where you can learn, grow, and make an impact from Day 1.
• Thrive in a culture that values collaboration, ownership, and continuous growth.