IT Support / Help Desk Technician (L1/L2)

About the role

We are looking for a Level 1/2 Help Desk Technician to join our growing technical support team. You will be the first point of contact for client technical issues, providing professional phone support while also investigating and resolving issues beyond basic Level 1 troubleshooting. This is an excellent opportunity for someone who enjoys helping people, solving technical problems, and building a long-term career in IT support. We are also an AI-forward team, so you should be comfortable using tools such as ChatGPT, Claude, Copilot, or similar platforms to improve troubleshooting, documentation, and day-to-day productivity.

Key responsibilities

• Handle inbound technical support calls professionally and efficiently
• Listen to clients, understand their concerns, and gather the information required to troubleshoot issues
• Provide remote technical support and resolve issues whenever possible
• Perform troubleshooting involving network connectivity, ping and traceroute, Wi-Fi and casting, switch ports and VLANs, configuration issues, and IPTV and related hospitality technology
• Take ownership of recurring or more complex issues and follow them through to resolution
• Escalate issues to senior technical staff when advanced troubleshooting or site coordination is required
• Create accurate and complete support tickets
• Document troubleshooting steps, findings, actions taken, and test results
• Review previous tickets and available knowledge-base resources when investigating recurring issues
• Use approved AI tools to assist with troubleshooting, researching error messages, interpreting logs, and creating diagnostic plans

About you

• 1–3 years of experience in IT support, technical support, customer service, or a related role
• Strong English communication skills, both verbal and written
• Excellent customer service and interpersonal skills
• Ability to remain calm and professional when dealing with frustrated clients
• Strong attention to detail and documentation skills
• Willingness to learn new technologies and troubleshoot unfamiliar issues
• Comfortable using AI tools such as ChatGPT, Claude, Microsoft Copilot, or similar
• Strong problem-solving and analytical skills
• Reliable home-based work setup with stable internet connectivity

Benefits

• ₱45,000 – ₱65,000 monthly salary, negotiable based on experience
• Additional allowances
• 100% remote work
• SSS, PhilHealth, and Pag-IBIG contributions
• 13th month pay
• Annual and medical leave
• Medical benefits
• Structured onboarding and on-the-job training
• Exposure to a regional APAC technical support team
• Opportunities for career progression and relevant certifications
• Opportunity to work with hospitality technologies including IPTV, casting, and managed networks
• AI-forward working environment