Technical Support Specialist
As a Technical Support Specialist at IT By Design, you will be the first line of defense for our global clients—providing timely, high-quality technical support across desktop hardware, software, network issues, and more. Whether a ticket is raised via phone, email, or chat, you’ll troubleshoot, resolve, or escalate issues efficiently—always keeping customer satisfaction and SLA compliance top of mind.
You’re not just solving technical problems; you’re building trust and ensuring that every client interaction reflects our commitment to excellence and partnership.
What We’re Looking For:
An experienced, customer-focused professional with strong communication skills and hands-on technical know-how. You thrive in dynamic environments, take ownership of issues, and consistently deliver service with empathy and urgency.
Qualifications & Experience:
- Bachelor’s degree (required)
- Minimum 2 years of experience in IT Service Desk, Tech Support, or BPO environments
- Proven experience supporting international clients (US, EMEA, AUS)
- Prior work with English-speaking teams and stakeholders
Key Responsibilities:
- Deliver Tier 1/2 technical support across global time zones (US, EMEA, Australia)
- Diagnose and resolve issues related to Windows 10, desktop OS, and network connectivity
- Install, configure, and troubleshoot Microsoft 365 and Office applications
- Understand and work within Active Directory environments
- Ensure issues are documented, prioritized, and resolved per defined SLAs
Core Skills & Capabilities:
- Strong written and verbal communication skills (a must)
- Sharp problem-solving abilities and attention to detail
- Effective team collaboration balanced with independent ownership
- Flexible to work any shift in a 24/7 environment, including nights
- Professional, reliable, and proactive under pressure
- Committed to on-site work and continuous learning
Behavioral & Functional Competencies:
- Demonstrates longevity and commitment in past roles
- Consistently meets targets and deadlines
- Positive, team-oriented attitude
- Driven by results and continuous improvement
- Able to build strong relationships and communicate with cross-functional teams
What We Offer:
- Competitive compensation package
- Full HMO coverage from day one (including dependents)
- 13th Month Pay + Performance Bonus
- Night shift differential, holiday pay
- Government-mandated benefits (SSS, PhilHealth, HDMF)
- Comprehensive training & skill development programs
- Non-taxable allowances
Our Culture & What a Day Looks Like:
At IT By Design, every day is a chance to grow. You'll be working in a collaborative and inclusive environment where leadership supports your development and values your contributions. We believe in working hard, dreaming big, and creating a workplace where your passion meets purpose.
About IT By Design:
IT By Design is a global leader in IT infrastructure and managed services, headquartered in Jersey City, New Jersey. With a strong presence in the US, Philippines, and India, we deliver 24x7x365 support through services like Helpdesk, NOC, SOC, Cloud, Cybersecurity, and Business Continuity Solutions.
With over two decades of experience, we don’t just power IT—we empower people and possibilities.