IT Service Desk / Technical Support Specialist (Weekend | Night Shift | Remote)
Sysgen Makati Full-time
IT Service Desk / Technical Support Specialist (Permanent Weekend | Night Shift | Remote WFH)
Job Overview
We are seeking a skilled and customer-focused IT professional to join our support team. In this role, you will serve as the first line of support, assisting end-users with a wide range of technical concerns. You will handle incoming requests via ticketing systems, phone, and other communication channels, ensuring timely and effective resolution of IT issues.
This position requires strong troubleshooting skills, clear communication, and a proactive approach to learning and collaboration. The role follows a permanent weekend schedule and operates on a night shift to support international clients.
Key Responsibilities- Provide first-level technical support to end-users via phone, email, and ticketing systems
- Perform initial triage, troubleshooting, and resolution of basic to intermediate IT issues
- Support workstation operating systems, business applications, and user environments
- Handle user onboarding/offboarding, account setup, and access management
- Escalate complex or unresolved issues to appropriate technical teams
- Perform system checks, updates, and routine audits
- Maintain accurate documentation of incidents, resolutions, and IT processes
- Deliver excellent customer service and ensure a positive user experience
- Collaborate with team members and stakeholders to resolve issues efficiently
- Microsoft 365 Support: Troubleshooting Outlook, Word, Excel, PowerPoint, and familiarity with Microsoft 365 administration
- Azure Active Directory: User account management, permissions, and access control
- Windows OS: Installation, configuration, troubleshooting, and maintenance
- Mobile OS (iOS & Android): Setup, configuration, and issue resolution
- Networking Fundamentals: Basic to intermediate knowledge of LAN, VPN, and connectivity troubleshooting
- Security Basics: Understanding of endpoint security and antivirus tools
- Tools: Experience with ticketing systems and remote support tools
- Willing to work Saturday to Wednesday (rest days: Thursday and Friday)
- Amenable to night shift schedule
- Strong verbal and written communication skills
- Customer service-oriented with a problem-solving mindset
- Ability to work independently and as part of a team
- Willingness to learn and adapt to new technologies
- Strong documentation and organizational skills
- Experience in a Managed Service Provider (MSP) environment is an advantage
- Background in IT support or BPO (international account preferred)
- Relevant IT certifications (e.g., Microsoft, CompTIA) are a plus
- Opportunity to work in a dynamic, client-facing IT environment
- Exposure to a wide range of technologies and systems
- Continuous learning and upskilling opportunities
- Collaborative and supportive team culture
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