Tech / Systems Support Analyst
Location: Taguig City, Metro Manila, Philippines
Employment Type: Full Time
A global organisation is seeking a Tech / Systems Support Analyst to provide first-level technical support for workstations, applications and internal or external users.
The role is suited to someone with a foundational understanding of IT systems who enjoys troubleshooting, working directly with users and resolving technical issues efficiently.
Key Responsibilities
- Provide first-level technical support and assistance to internal and external users.
- Communicate with end users to understand, clarify and document technical requirements.
- Troubleshoot and resolve routine hardware, software and application-related issues.
- Escalate more complex technical problems to the appropriate specialist or support team.
- Record and maintain accurate support and incident information within relevant databases or service management systems.
- Assist with monthly reporting and chargeback processes where required.
- Coordinate the configuration and installation of workstation hardware and software.
- Gather information and perform basic analysis to identify the cause of routine technical issues.
- Maintain a strong focus on customer service and timely resolution of support requests.
Requirements
- Associate's degree in Computer Science, Information Technology or a related discipline, or equivalent technical training.
- At least 1 year of relevant technical support experience or training, or an equivalent combination of education and experience.
- Familiarity with IT environments including PCs, LANs, telecommunications, distributed systems or mainframe environments.
- Strong troubleshooting and information-gathering skills.
- Ability to communicate technical information clearly with end users.
- Customer service experience is beneficial.
- Ability to manage routine technical issues independently while recognising when escalation is required.
