L1 IT Support

Cebu City, Philippines

PHP 216,000 – PHP 300,000

Overview of the Role

The Level 1 IT Support serves as the first point of contact for users seeking technical assistance with software applications, hardware, and IT-related issues. This role involves troubleshooting, diagnosing problems, and providing solutions to ensure a seamless user experience. The role will possess strong communication skills, a customer-centric approach, and a basic understanding of IT concepts.

Main duties include:

Installing and configuring hardware, software, systems, networks, printers, and scanners.
Diagnosing and troubleshooting hardware, software, and network issues.
Monitoring and maintaining computer systems and networks.
Setting up accounts for new users.
Repairing and replacing equipment as needed.
Testing new technology.
Maintaining desktops, laptops, printers, and peripherals.
Performing routine maintenance, updates, and backups.
Gathering feedback from users to enhance training.
Documenting support tickets and solutions.
Maintaining records of IT incidents and service requests to identify trends and improve IT support processes.
Running reports to analyze common issues.

Requirements

Bachelor's degree in Information Technology or related field is preferrable.
Previous experience in a technical support role or customer service role preferred.
Basic understanding of computer hardware, software, and networking concepts.
Familiarity with Windows and/or macOS operating systems.
Excellent communication skills and ability to explain technical concepts to non-technical users.
Strong problem-solving skills and ability to work under pressure in a fast-paced environment.
Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable but not required.
Willingness to learn and adapt to new technologies and processes.

Benefits