Technical Support - Tier 1

At Outsourcey · Manila, NCR, Philippines

Where you can work from

Open to the Philippines

“Manila, NCR, Philippines”

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From Outsourcey’s job post, as they wrote it.

Core Responsibilities

* First Point of Contact: Serve as the initial point of contact for end-users seeking technical assistance via phone, email, or ticketing system.

* Issue Identification: Gather information from users to understand and diagnose technical problems or issues they are experiencing.

* Technical Troubleshooting: Provide basic troubleshooting and resolution steps for common hardware, software, and network issues.

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* Ticket Management: Log and track support requests in a ticketing system, ensuring timely resolution and proper documentation of all interactions.

* Escalation Management: Escalate complex or unresolved issues to higher-tier support teams or specialized technical experts as needed.

Requirements

* Min 2.5 years in IT Support Tier 1 role

* Technical Knowledge: Basic understanding of computer hardware, software, operating systems (e.g., Windows, macOS), and networking concepts.

* Troubleshooting Skills: Strong problem-solving abilities and logical thinking to diagnose and resolve technical issues effectively.

* Customer Service Skills: Excellent communication and interpersonal skills to interact with end-users professionally and empathetically.

* Microsoft 365, basic Sharpoint skills

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