Technical Support Representative/ IT Helpdesk

Entry Level / Junior, Apprentice


  • Must be a 4-year College graduate or a 2 year Diploma graduate in an IT related course.
  • Must have at least 2 years working experience in doing IT related work.
  • Must be willing to work in Makati or McKinley, Taguig.
  • Ability to verbalize or express complex technical concepts effectively in writing and overall excellent English communication and customer interface skills.
  • Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network (e.g., resetting password, bouncing PU, resetting remote devices.
  • Ability to provide appropriate level of support and guidance with applications and procedures.
  • Effective use of listening skills to develop an understanding of client inquiries and problems.
  • Stays up-to-date with latest technology.
  • Problem Solving and critical thinking skills.

Job Responsibilities

  • Provides desk-side assistance in resolving technology support issues.
  • Performs installations, repairs, upgrades, backups and other maintenance tasks.
  • Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required.
  • Asks probing questions to gather relevant information on routine and complex calls.
  • Uses effective listening skills to develop understanding of client questions or issues.
  • Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment.
  • Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
  • Maintains passwords, data integrity and file system security for the desktop environment.
  • May participate in development of information technology and infrastructure projects.
  • May handle phone and email assistance as well.