Level 1 Technical Support Engineer – Onsite (Cebu, Philippines)

About the role

The Level 1 Support Engineer is the first point of contact for customers, handling hardware, software, cloud and operating‑system issues. You will work in a high‑volume service desk environment, managing incidents from intake through resolution or escalation.

Key responsibilities

• Log and assess customer issues in the ITSM system.
• Perform Level 1 troubleshooting for hardware, software, cloud services, Windows and Linux.
• Resolve known issues using remote tools and knowledge articles.
• Identify recurring incidents and trigger escalations when needed.
• Provide support via phone, email and chat while keeping customers informed.
• Collaborate with Level 2 and Level 3 teams for escalated cases.
• Document all actions, steps taken and resolutions accurately.

Required profile

• High School diploma or equivalent.
• Strong written and verbal English communication skills.
• Basic knowledge of Windows operating systems.
• Ability to work in a process‑driven, detail‑oriented environment.
• Preferred: experience with Linux, prior technical support or service‑desk role, and additional language skills (French or German).

Required skills

• Windows operating system troubleshooting.
• Linux basics (preferred).
• Remote support tools.
• ITSM ticketing system usage.