Information Technology Specialist

We are seeking an IT Associate to join our team. This role serves as the first line of support for IT technical teams, handling incoming requests and providing initial troubleshooting. The IT Associate will manage tickets, resolve basic technical issues, and ensure a high level of customer service through effective communication and problem-solving skills.

Work Conditions

▪️ Location: Manila, Philippines

▪️ Modality: On-site

▪️ Schedule: 8:00 AM to 5:00 PM (Colombia Time)

▪️ Duration: Long term

Key Responsibilities

▪️ Act as the first point of contact for IT support requests via phone, email, or ticketing system

▪️ Create, document, and manage tickets for Tier 2 and Tier 3 teams

▪️ Resolve Tier 1 issues such as password resets, printer setup, drive mapping, and basic troubleshooting

▪️ Provide technical support for PCs, mobile devices, printers, and phones

▪️ Escalate complex issues to higher-level technical teams

▪️ Track and monitor incidents to ensure timely resolution

▪️ Assist in creating documentation and knowledge base articles

▪️ Support internal IT projects and training initiatives

Required Qualifications

▪️ 2 to 5 years of experience in IT Support or Technical Support

▪️ Strong knowledge of Windows desktop environments

▪️ Experience with Active Directory (user management, password resets)

▪️ Familiarity with IT troubleshooting across hardware and software

▪️ Experience working with ticketing systems

▪️ Proficiency in Microsoft Office (Excel and Word)

▪️ Strong customer service and communication skills

▪️ Advanced English level (written and verbal)

Nice to Have

▪️ Experience with Office 365

▪️ IT certifications such as CompTIA A+

▪️ Associate degree in a technical field

Key Skills

▪️ Troubleshooting and problem-solving

▪️ Customer service orientation

▪️ Communication and documentation skills

▪️ Ability to work in team environments

▪️ Willingness to learn new technologies