IT Support Technician
At a glance
Mid-level IT Support & Helpdesk role at Sourcefit. Remote, Philippines · full-time.
Pay not stated IT Support & Helpdesk salary
remoteroles summary, based on the employer's posting.
What you'll do
- Take incoming customer requests by phone or email and troubleshoot hardware or application problems remotely
- Guide customers through fixes, choose a response based on the issue, and pass unresolved cases to higher support
- Log problems and their resolutions in the ticket system, using team resources to close client requests and meet service metrics
- Help end users put cloud platforms and infrastructure solutions into use
What you bring
- At least three years working full time in a technology solutions setting
- You can explain technical issues clearly in writing and conversation, and understand computer systems, mobile devices and office tools
- You bring troubleshooting judgment, customer service skills, and the organization to manage several tasks at once
Who this fits
This role suits someone who enjoys customer-facing technical support and can work through issues while keeping tickets moving. The schedule is Tuesday through Saturday, 11:00 AM to 08:00 PM PHT, and the position is remote from the stated Quezon City location.
From the employer
Position Summary:
The IT Support Technician serves as first point of contact for customers seeking technical assistance via phone and email. Performs remote troubleshooting through diagnostic techniques and pertinent questions to offer bests solution to customer based on issues and details provided. This resource manages the ticket handling process for their clients and effectively uses team resources to drive ticket closure, performance metrics and ensure customer satisfaction. Supports O365/Citrix, Cloud and Server based Enterprise Products from a help desk perspective.
Job Details:
- Work from Home
- Tuesday to Saturday | 11:00 AM - 08:00 PM PHT
Responsibilities:
• Serve as the first point of contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions to hardware and application-based issues
• Determine best solution based upon the issue and details provided by customers
• Walk the customer through the problem-solving process
• Escalate unresolved issues to the next level of support when needed
• Provide accurate information on IT products or services
• Record events and problems and their resolution in ticketing system
• Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved
• This position will function as an extension of the business, working with end users implementing solutions for Cloud Based platforms and infrastructure.
Qualifications:
• Minimum 3 years’ full-time experience working in a technology solutions environment
• Excellent written and verbal communication skills
• Knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices, and other technical products
• Strong decision making and problem-solving abilities
• Strong interpersonal and relationship building skills
• Strong passion for customer service
• Exceptional organizational skills and the ability to handle multiple tasks concurrently.
• Ability to learn quickly in a fast-paced environment
Nice To Have:
• Experience with Windows Desktop Operating Systems (Windows 11)
• Experience with Microsoft Office Applications – O365 (Word, Excel, etc.) from a user’s perspective
• System Administrator experience with Azure, Admin Portal, O365 Admin, SCCM, Intune, Virtual Technology, Citrix, Azure AD, Company Portal
• Basic Networking and Command Line Skills
• PowerShell Skills Desired but not required
• Microsoft MCP Windows 11, Microsoft MCP Office 365, COMTIA A+ or related experience, Azure Administrator Associate, Azure Fundamentals
IT Support & Helpdesk work from LinkedIn, X, Reddit and Upwork, in one list.
Each morning you get everything that fits, strongest first.
IT Support & HelpdeskRemote
Find me workBy the team behind remoteroles.