IT Helpdesk (T1 to T3 Support) Onsite Cebu

About the role

This position is strategic to our business, as it directly impacts client satisfaction and operational continuity. You will be responsible for handling a diverse range of technical issues, from initial troubleshooting at Tier 1 level through to advanced problem resolution at Tier 3 level, demonstrating both technical expertise and exceptional customer service skills.

1. Receiving, logging and prioritising incoming support requests from clients via phone, email, ticketing systems and other communication channels
2. Providing Tier 1 technical support by troubleshooting common hardware, software and connectivity issues, offering clear step-by-step guidance to end users
3. Escalating complex issues appropriately to Tier 2 and Tier 3 support levels whilst maintaining detailed documentation of all troubleshooting steps undertaken
4. Performing Tier 2 support duties, including diagnosing more complex technical problems, configuring software applications and managing network connectivity issues
5. Delivering Tier 3 advanced technical support for critical issues, including system administration tasks, infrastructure troubleshooting and implementing technical solutions
6. Installing, configuring and maintaining client hardware, software and systems as required
7. Creating and maintaining accurate records of all support tickets, resolutions and client interactions for future reference and knowledge management
8. Providing remote assistance to clients using remote desktop tools and other support technologies
9. Contributing to the development and updating of internal knowledge bases, troubleshooting guides and technical documentation
10. Communicating effectively with clients to ensure they understand solutions provided and feel supported throughout the resolution process
11. Monitoring system performance and proactively identifying potential issues before they impact client operations

1. Minimum 2-3 years of experience in IT helpdesk support, ideally with exposure to multi-tiered support environments covering Tier 1, Tier 2 and Tier 3 levels
2. Candidates with less than 2 years of IT helpdesk support experience will be considered for this position
3. Strong technical knowledge of Windows and macOS operating systems, including system configuration, troubleshooting and maintenance
4. Practical experience with networking concepts, including TCP/IP, DNS, DHCP and VPN configuration and troubleshooting
5. Proficiency in managing ticketing systems and using remote support tools effectively
6. Solid understanding of active directory, user account management and group policy administration
7. Experience with hardware troubleshooting, including diagnosis and resolution of common device and peripherals issues
8. Knowledge of cloud-based services such as Microsoft 365, Google Workspace or similar platforms
9. Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users
10. Strong customer service orientation with demonstrated ability to remain calm and professional under pressure
11. Problem-solving mindset with attention to detail and commitment to delivering quality solutions
12. Ability to work independently and as part of a team in a fast-paced environment
13. Relevant IT certifications such as CompTIA A+, Microsoft Certified: IT Support Specialist, or equivalent qualifications are highly desirable

What we offer

We invest in our employees' professional development through training opportunities and exposure to diverse technical challenges. Additionally, we foster a positive and inclusive workplace culture where your contributions are valued and your career aspirations are supported.

Apply now

If you are a skilled IT support professional with experience across multiple tiers of technical support and are looking for an opportunity to develop your career with Virtual Staffing Solutions OPC, we would like to hear from you. Please submit your application including your CV and a cover letter detailing your relevant experience and why you are interested in this role.