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Tier 1 Technical Support

Job Description

We are seeking a Tier 1 Technical Support to provide first-level support to clients via phone, email, and remote tools. This role is client-facing and requires excellent communication skills, solid technical knowledge, and the ability to work independently while escalating more complex issues to Tier 2 support. The ideal candidate is technically adept, proactive, and customer-service oriented.

Job Title

  • Tier 1 Technical Support

Work Schedule
  • Graveyard Shift
Job Qualifications/Requirements
  • Fluent in spoken & written English, confident and polite on calls.
  • Ticketing: Spiceworks Help Desk
  • Tools: TeamViewer, AnyDesk, Splashtop
  • Productivity: Microsoft 365 (Teams, Outlook, Excel), Google Workspace
  • Operating Systems: Windows 10/11, macOS (basic), iOS/Android (basic email support)
  • Networking: Understanding of DNS, IP config, DHCP, VPN setup, router/modem rebooting
  • Cybersecurity: Basic antivirus handling (ESET, BitDefender, Malwarebytes), patching knowledge
  • Backup & Storage: Awareness of backup systems (Acronis) and cloud file access (OneDrive/SharePoint)
  • CRM (optional): Experience with Zoho, HubSpot, or internal systems a plus
  • Soft Skills: Friendly tone, calm under pressure, critical thinking, time management
Job Responsibilities
  • Receptionist Duties (Client-Facing): Manage all client-facing communications including answering VoIP calls, scheduling appointments, responding to inquiries, triaging concerns, escalating urgent issues, managing the support inbox, and logging interactions in CRM systems.
  • User Support: Handle password resets, printer setup, Office 365 issues, email configuration, and basic application troubleshooting.
  • Network & Device Troubleshooting: Resolve IP conflicts, network printer issues, VPN setup, and check basic firewall settings.
  • Remote Access Support: Assist clients via AnyDesk, TeamViewer, or RDP and guide them through issue resolution.
  • Ticketing & Documentation: Manage tickets in Spiceworks—open, update, prioritize, escalate, and document recurring issues.
  • Cloud & Data Services: Monitor and troubleshoot backup systems (e.g., Datto, Acronis), and respond to related client inquiries.
  • Cybersecurity & Patching: Ensure antivirus and endpoint protection are up to date, manage patching, and follow SOPs for detected threats.
  • Training & Compliance: Participate in Acronis and U Secure training to stay updated on security and backup protocols.

To Apply, please create your profile at app.wrkpod.com for your application as this is part of the new application process, and click this link for the job details: here

All successful applicants will be stationed in our office at DUMAGUETE CITY OR TANJAY CITY.

Good luck and God Bless!