Technical Support - N

Location: Philippines Job Summary The Technical Support role is responsible for providing first-line and/or advanced technical assistance to customers, internal users, or partners. This position involves diagnosing and resolving technical issues, guiding users through solutions, and ensuring a high level of customer satisfaction. Key Responsibilities Provide technical support via phone, email, chat, or ticketing systems Troubleshoot hardware, software, network, and system-related issues Diagnose problems and implement effective solutions in a timely manner Escalate complex or unresolved issues to higher-level support teams Document incidents, solutions, and troubleshooting steps in support systems Install, configure, and maintain systems, applications, and devices Assist with system upgrades, patches, and routine maintenance Monitor system performance and proactively identify potential issues Educate users on best practices and proper system usage Collaborate with cross-functional teams (IT, engineering, product teams) Requirements Required Skills & Qualifications Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience) Proven experience in technical support, help desk, or IT services Strong troubleshooting and problem-solving skills Knowledge of operating systems (Windows, macOS, Linux) Familiarity with networking concepts (TCP/IP, DNS, VPN) Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira) Good understanding of hardware components and peripherals Strong communication and customer service skills Ability to work independently and under pressure Benefits Preferred Qualifications Certifications such as CompTIA A+, Network+, or ITIL Experience supporting enterprise applications or cloud platforms (e.g., Microsoft 365, Azure, AWS) Knowledge of cybersecurity basics Key Competencies Customer-focused mindset Attention to detail Analytical thinking Time management Team collaboration Adaptability Work Environment May require shift work (including nights/weekends depending on “N” designation) Office-based, remote, or hybrid setup Fast-paced support environment