- Ticket Management: Log all user requests and incidents in the ticketing system, ensuring accurate categorization and prioritization.
- First Response: Act as the first line of defense, acknowledging tickets within SLA limits and resolving Level 1 issues (e.g., password resets, software installation, basic connectivity, etc.).
- Escalation: Triage complex incidents effectively, gathering necessary details (logs, screenshots) before escalating to Network or System Administrators.
- Runbook Execution: Strictly follow established Standard Operating Procedures (SOPs)for recurring tasks to ensure consistency.
- Knowledge Base/KEDB: Actively contribute to the "Known Error Database" (KEDB) by documenting successful workarounds and fixes for common Level 1 issues to speed up future resolution.
- User Guides: Create and maintain easy-to-understand "How-To" articles for end-users.
- Internal Documentation: specific troubleshooting steps taken during ticket resolution to build a shared knowledge base for the team.
- Hands and Feet: Provide physical support for desktops, mobile devices, peripherals, and network cabling.
- Lifecycle Management: Perform physical inventory, tagging, and tracking of IT assets; manage deployment for onboarding and retrieval for offboarding.
- Maintenance: Perform routine checks on meeting rooms, printers, and IOT devices to ensure operational readiness.
- Problem Identification: Identify and flag recurring incidents to intermediate teams for Root Cause Analysis and Problem Management.
- Standard Changes: Execute pre-approved "Standard Changes" changes (e.g., workstation setup, peripheral replacement) following standard operating procedures.
- Communication: Assist in communicating planned maintenance windows or service interruptions to end-users.
- Monitor: Proactively monitor tickets daily to ensure service level agreements (SLAs) are met.
- Improve: Identify gaps and continually refine end-user documentation based on common questions to drive self-service rates.
- Report: Compile and submit periodic reports on support ticket volume, including other metrics, resolution of common issues and asset inventory.
- Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field.
- 1 to 3 years in IT support or service desk support roles with hands-on proficiency in troubleshooting and solution implementation.
- Excellent communication skills, both oral and written
- Ability to deal with people of different levels in the organization
- Highly analytical and with excellent organizational and multi-tasking abilities
- Must be willing to work on site with a shifting schedule in Ortigas Center, Pasig City.
- Competitive Salary
- Retirement Plan
- Leave Credits All Convertible to Cash
- HMO Plan + 2 Dependents Fully Covered
- Generous Performance Bonuses
- Annual Company Outing
- Flexible Leaves
- Great Career Progression
- Casual Friday, Everyday
- Monthly Engagement Activities (Fad Fridays)
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IT Support Specialist
Para lamang sa mga rehistradong miyembro
The IT Support Specialist will provide technical support to internal staff, manage the IT support queue, troubleshoot software and connectivity issues, coordinate hardware support, escalate complex issues to the IT Manager or third-party vendors. They will also be responsible for ...
Ortigas, Metro Manila1 buwan ang nakalipas
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IT Support Specialist - Pasig - Ecscale
Paglalarawan
The Role
We are looking for a proactive IT Support Specialist to serve as the primary Point of Contact (POC) for on-site technical issues. This entry-level role focuses on "hands and feet" support, ensuring that all IT equipment is properly deployed, maintained, and accounted for while providing excellent service to internal teams.
Key responsibilities
Service & Incident Management
Knowledge Management, Playcan youbooks & Runbooks
Asset & Workstation Management
Change & Problem Management
Continuous Monitoring, Improvement & Reporting
Qualifications
Education
Experience
Certifications
Preferred (but not required): ITIL 4 Foundation, CompTIA A+/Network+/Security+, Google Workspace Admin, Microsoft 365/Azure Fundamentals
Benefits
About Ecscale Solutions Inc.
At Ecscale Solutions Inc., we believe that people are the foundation of every successful business. We've created a workplace where collaboration, respect, and personal growth come naturally, an environment where your ideas are valued, your skills are nurtured, and your contributions truly matter.
Ecscale is a global outsourcing partner focused on sourcing scalable talent to help businesses grow. We specialize in helping companies establish and manage their own teams in the Philippines, offering more than just traditional outsourcing. Instead of handling processes for businesses, we empower them to build teams they can lead, ensuring professionals like you are aligned with their mission, values, and long-term vision.
With a deep understanding of local regulations and operational practices, we ensure compliance and stability, allowing teams to thrive in a supportive, well-structured environment. Our approach puts people first—offering fair compensation, growth opportunities, and a culture built on integrity, trust, and shared success.
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IT Support Specialist/ Support
Para lamang sa mga rehistradong miyembro Pasig
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IT Support Specialist
Buong oras Para lamang sa mga rehistradong miyembro Pasig, NCR, Philippines
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Pasig, National Capital Region
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Learner Support Specialist
Para lamang sa mga rehistradong miyembro Quezon City
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Pasig, Metro Manila
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Pasig
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Pasig, National Capital Region
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Ortigas
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Pasig, Metro Manila
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Bonifacio Global, Metro Manila
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Metro Manila
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Support Specialist
Para lamang sa mga rehistradong miyembro Metro Manila
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Metro Manila
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Mandaluyong, Metro Manila
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Support Specialist
Para lamang sa mga rehistradong miyembro Metro Manila
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Support Specialist
Para lamang sa mga rehistradong miyembro Metro Manila
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Metro Manila
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Mandaluyong
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Ortigas, Metro Manila
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IT Support Specialist
Para lamang sa mga rehistradong miyembro Metro Manila