Technical Support Engineer – Level 1 (Onsite)

About the role

We are looking for a Level 1 Technical Support Engineer to join our Cebu office. The role serves as the first point of contact for customers, handling hardware, software, cloud and operating‑system issues in a high‑volume service desk environment.

Key responsibilities

• Log and assess incidents in the ITSM system and perform Level 1 troubleshooting for hardware, software, cloud services, Windows and Linux.
• Resolve known issues using remote tools and knowledge‑base articles, and identify recurring problems for escalation.
• Provide support via phone, email and chat while maintaining clear communication and regular updates to customers.
• Collaborate with Level 2 and Level 3 teams, follow escalation procedures, and document all actions and resolutions.
• Participate in coaching, training and continuous‑improvement initiatives.

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 environment with strong organizational attention to detail.

Required skills

• Windows operating system troubleshooting.
• Linux fundamentals (preferred).
• Experience with remote support tools.
• Familiarity with ITSM ticketing systems.
• Understanding of cloud service basics.