L1 IT Support Specialist
At a glance
Mid-level IT Support & Helpdesk role at Sourcefit. Remote, Philippines · full-time.
Pay not stated IT Support Specialist salary
remoteroles summary, based on the employer's posting.
What you'll do
- Take incoming calls from current customers and guide them through software features, navigation and everyday use
- Record each customer interaction and relevant technical details in the CRM
- Review ticket progress with the team each day and contact clients again about open or completed cases
- Bring technical problems to internal colleagues when they need escalation
What you bring
- At least two years of recent phone-based technical support experience
- At least two years of recent Windows IT support, including familiarity with Windows 10 and 11 and related devices
- Strong written and spoken English, plus a high school diploma or equivalent
Who this fits
This is a work-from-home role based in Eastwood, Quezon City, with a Monday-to-Friday schedule from 8:00 AM to 5:00 PM Pacific Time. You’ll follow U.S. Pacific Time holidays. It suits someone comfortable handling customer calls and troubleshooting Windows issues.
From the employer
Position Summary
This role focuses on resolving technical issues, assisting users with software functionality, and providing a positive support experience through clear communication and efficient troubleshooting. The ideal candidate has a strong background in Microsoft Windows environments, enjoys problem-solving, and thrives in a fast-paced, collaborative setting.
Job Details
Work Setup: Work from home
Schedule: Monday to Friday, 8:00 AM to 5:00 PM Pacific Time
Holidays: Follows U.S. (PST) holidays
Responsibilities
• Serve as the first point of contact for inbound support calls from existing customers
• Assist users with software features, system navigation, and general application use
• Document all interactions and technical details accurately in the CRM
• Participate in daily ticket review meetings to track progress and ensure timely resolution
• Follow up with clients on closed or pending tickets to confirm completion and satisfaction
• Collaborate with internal team members to escalate technical issues when necessary
• Adhere to company procedures, service standards, and support best practices
• Contribute to a positive, high-energy, and fast-paced team environment
Qualifications
• Two (2) years of recent experience in phone-based technical support
• Two (2) years of recent Windows IT support experience
• Strong knowledge of Windows 10 & 11 operating systems and related devices
• Excellent English communication skills, both verbal and written
• Strong people skills with the ability to listen actively and communicate clearly
• Ability to follow instructions, adapt quickly, and learn new tools and processes
• High school graduate or equivalent
Nice to Have
• Experience working in the healthcare industry or supporting healthcare-related software
• Solid understanding of common healthcare and clinical terminology
• Prior experience with billing systems and Electronic Health Records (EHR) platforms
• Proven ability to perform well in fast-paced, high-volume support environments
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