Service Technician
HireArchiMetro Manila, Philippines1 day ago
Job type
- Quick Apply
Job descriptionProfessional Interaction : Communicate clearly and professionally with clients via phone, email, and chat Status Updates : Keep clients informed of ticket progress and set appropriate expectations for resolution timelines Client Satisfaction : Ensure positive client experience through responsive, empathetic, and solution-focused support Escalation Communication : Clearly document issues requiring escalation and provide thorough context for senior technicians Real-Time Responsiveness : Maintain visibility during work hours with prompt responses to client inquiries Service Standards : Meet company SLA requirements for response times and resolution quality IT Fundamentals : Working knowledge of Windows operating systems, basic networking concepts, and common business applications Troubleshooting Skills : Logical problem-solving approach with ability to diagnose common technical issues Remote Support : Experience or comfort with remote desktop tools and remote troubleshooting techniques Documentation : Ability to clearly document technical issues, troubleshooting steps, and resolutions Learning Aptitude : Willingness to learn new technologies and expand technical capabilities over time 1-3 years in IT support, help desk, or technical support role OR equivalent technical education Experience with ticketing systems and structured support workflows preferred MSP or IT services environment experience is a plus but not required Customer service experience demonstrating professional client interaction
Work Setup : Fully Remote
Work Schedule : Monday Friday, Pacific Time
Salary : Php 80,000
Note : With a chance of a salary increase after 3 months, based on performance evaluation.
Job Overview
We are seeking a Service Technician to provide Level 1 and Level 2 technical support for our managed IT services clients. This role focuses on resolving routine technical issues, maintaining excellent client communication, and developing technical expertise through hands-on problem-solving. You'll work alongside our technical team to deliver timely, high-quality support while building the skills needed to advance to a Technical Engineer position.
Why This Role Matters : You'll be the frontline technical resource, ensuring our clients receive prompt and professional support for their day-to-day IT needs. Your growth from Level 1 / 2 support to more complex technical challenges create a clear pathway to Technical Engineer responsibilities.
Key Responsibilities
Technical Support Delivery
- Level 1 / 2 Issue Resolution : Handle routine technical support requests including password resets, access issues, basic troubleshooting, and standard user support
- Remote Troubleshooting : Use remote access tools to diagnose and resolve client technical problems efficiently
- Ticket Management : Properly document all work in HaloPSA with clear descriptions, resolution steps, and time tracking
- User Support : Assist end users with common applications, Windows workstations, email, and business productivity tools
- Basic Network Issues : Troubleshoot connectivity problems, printer issues, and basic networking concerns
- Software Support : Help users with Microsoft 365, common business applications, and standard software issues
- Hardware Triage : Diagnose hardware problems and coordinate appropriate solutions or escalations
- Documentation Review : Follow existing procedures and runbooks to ensure consistent service delivery
Client Communication & Service Excellence
Required Qualifications
Technical Foundation
Experience Requirements
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Service Technician • Metro Manila, Philippines
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Level 1 - Technician
HireArchiMetro Manila, PhilippinesQuick Apply