Tier 1 Help Desk Support Specialist:

• Location: Oakridge Business Park, Mandaue City, Cebu, Philippines
• Shift: Overnight (In-Office, No Work-from-Home Options)
• Company: iTeraSource Philippines
• iTeraSource Philippines, the BPO affiliate of iTeraTEL Communications, a leading Canada-based provider of Cloud Phone and Internet solutions, is seeking a dedicated Tier 1 Help Desk Support Specialist to join our dynamic team in Mandaue City.
• This in-office, overnight position is essential to delivering exceptional technical support and customer service to our clients, specializing in custom solutions for small and medium-sized businesses.

About the Role:

• As a Tier 1 Help Desk Support Specialist, you will be the first point of contact for our clients, ensuring prompt and effective resolution of technical inquiries related to internet connectivity and cloud phone systems. This role requires working overnight shifts at our office in Oakridge Business Park, Mandaue City, with no work-from-home options available.

Key Responsibilities:

Customer Support:

• Act as the primary point of contact for customers seeking technical assistance via phone, email, or chat.
• Provide exceptional customer service by addressing inquiries related to internet connectivity, cloud phone systems, and related technologies.

Technical Troubleshooting:

• Diagnose and resolve basic technical issues, including internet outages, phone system configurations, and equipment connectivity problems.
• Guide customers through clear, step-by-step solutions using remote troubleshooting tools or verbal instructions.

Ticket Management:

• Log, prioritize, and escalate unresolved issues to Tier 2 or relevant teams promptly.
• Track and monitor customer support tickets to ensure timely resolution within SLA timeframes.

Documentation:

• Maintain detailed and accurate records of customer interactions, troubleshooting steps, and resolutions in the help desk system.
• Contribute to and update knowledge base articles and technical support documentation as needed.

Collaboration:

• Work closely with network engineers, system administrators, and other internal teams to resolve complex technical issues.
• Provide actionable feedback to development and operations teams to enhance service quality.

Education:

• Associate degree in Information Technology, Computer Science, or a related field (preferred).
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a strong advantage.

Experience:

• 1–2 years of experience in a technical support or help desk role (preferred).
• Experience with IT support ticketing systems (e.g., Zendesk, ServiceNow).

Technical Skills:

• Basic knowledge of networking protocols (TCP/IP, DNS, DHCP).
• Proficiency in troubleshooting Windows and macOS operating systems.
• Familiarity with common software applications (Microsoft Office, Adobe, Edge, Chrome, etc.).
• Understanding of computer hardware components and basic troubleshooting.
• Experience with remote support tools (e.g., TeamViewer, LogMeIn).
• Knowledge of Office 365 administration and support.
• Experience with Google Workspace maintenance and support.
• Familiarity with AV/EDR solutions and remote patching/software updates.
• Basic understanding of VoIP systems and telecommunication concepts.

Soft Skills:

• Excellent verbal and written communication skills in English.
• Strong problem-solving skills with keen attention to detail.
• Customer-focused mindset with a positive and professional attitude.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Eagerness to learn and adapt to new technologies and processes.