IT Support Technician in Quezon City at SupportNinja

Work Setup: Onsite at The Hideout in Clark, Pampanga, and Sanctum, North Edsa, Quezon City

Employment Type: Full-Time

The IT Support Technician is responsible for providing first-level technical support to end users by resolving technical issues, fulfilling service requests, and supporting day-to-day technology operations. This role serves as the initial point of contact for technical assistance, delivering timely issue resolution, accurate documentation, and exceptional customer service while adhering to established service levels and support procedures.

What does a day in the life of an IT Support Technician look like?

• Serve as the first point of contact for support requests received through approved channels, including the ticket portal, email, chat, phone, or walk-up support, as applicable
• Resolve standard incidents and service requests using approved knowledge articles, runbooks, and documented procedures
• Escalate issues with complete troubleshooting notes, user impact, affected device or asset details, and steps already performed
• Receive, prioritize, document, and manage incidents and service requests through approved support channels while ensuring timely resolution and adherence to service level agreements
• Provide first-level support for hardware, software, account access, email, collaboration tools, printers, peripheral devices, and connectivity-related issues
• Escalate unresolved or complex issues to appropriate support teams while providing complete and accurate documentation of troubleshooting activities
• Communicate with users regarding issue status, resolution activities, expected timelines, and approved technology practices while ensuring customer satisfaction throughout the support process
• Troubleshoot hardware, software, account access, application, endpoint, and connectivity-related issues while performing initial diagnostics and resolution activities in accordance with established procedures
• Support onboarding, offboarding, equipment deployment, equipment recovery, and workstation setup activities as assigned
• Maintain accurate ticket documentation, support records, user information, and asset-related data within company systems
• Contribute to knowledge base articles, documentation updates, and support resources based on recurring issues and approved solutions
• Follow established operational procedures, security requirements, incident management processes, and company policies
• Identify recurring issues and communicate trends to leadership or appropriate support teams
• Participate in process improvement initiatives that enhance service quality, operational efficiency, and user experience
• Support asset lifecycle activities, including equipment assignment, tracking, inventory validation, audits, and reconciliation efforts
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications for an IT Support Technician I?

• Associate degree in Information Technology, Computer Science, or a related field preferred
• Minimum of one (1) year of experience in help desk, desktop support, technical support, IT operations, or a related role preferred
• Experience working with ticketing systems and support management platforms
• Experience supporting users within a ticket-driven technical support environment
• Working knowledge of Windows and macOS operating systems, Microsoft 365, Google Workspace, and endpoint devices
• Basic knowledge of networking concepts, connectivity troubleshooting, printers, browsers, and peripheral devices
• Experience supporting user accounts, access management activities, and endpoint technologies
• Strong customer service, communication, and documentation skills
• Ability to troubleshoot common technical issues using established procedures and logical problem-solving techniques
• Strong organizational and time management skills with the ability to manage multiple priorities in a fast-paced environment
• Ability to work independently and collaboratively within a team environment
• Commitment to service excellence, continuous improvement, and operational effectiveness

Ninja Perks and Benefits

• Full-time employees
  • Competitive compensation
  • Adherence to government-mandated benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • HMO on day 1
  • Paid time off, birthday leave
  • Bonus and incentive plans
  • Opportunities for skills training and personal and professional development
  • Employee Referral Program
  • Beautiful office space (for onsite employees)
  • Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/9nDf2zXDy-GpevO1yCZua

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