IT Technical Support, Cebu

Key Responsibilities

• User Support & Troubleshooting Serve as the first point of contact for all IT-related inquiries via chat, email, ticketing system, or phone.
• Troubleshoot and resolve basic technical issues including: Password resets and account lockouts Email issues (login, configuration, connectivity) Software/application errors Basic network connectivity issues Printer, scanner, and peripheral device problems Provide step-by-step support to users in a clear and professional manner.
• Device & System Support Support installation, configuration, and troubleshooting of: Desktops/laptops Operating systems (Windows/macOS) Standard office applications Approved software tools Perform basic hardware diagnostics and escalate when replacement or advanced repair is required.
• Ticket Management Log, categorize, and prioritize all issues in the ticketing system. Ensure timely responses and resolution of Level 1 tickets. Escalate unresolved issues to Level 2/Level 3 support teams following escalation procedures.
• Account & Access Management Create, modify, or disable user accounts following company policies. Assist with system access, permission updates, and role changes in accordance with security guidelines.
• System Monitoring Monitor system alerts, endpoint status, and basic network indicators. Report anomalies or potential issues to higher-tier support teams.
• Documentation & Reporting Document troubleshooting steps and resolution notes accurately. Maintain updated knowledge base articles for recurring issues. Provide daily or weekly incident reports as needed.
• Compliance & Security Follow IT security protocols and ensure users adhere to company policies. Identify and report potential security risks such as phishing attempts or unauthorized applications.

Qualifications :

• Basic understanding of computer hardware, operating systems, and networks
• Experience with ticketing systems (preferred but not required).
• Strong communication and customer-service skills.
• Ability to follow procedures and work in a fast-paced environment.
• Willingness to learn and escalate issues appropriately.