Tech Support Specialist – Tier 1
Alabang, Muntinlupa | Cebu City
Job Summary:
The Tier 1 Tech Support Specialist is the frontline of the technical support team, responsible for responding to user requests, resolving first-level issues, and properly escalating more complex concerns. The role follows SOPs, documents all interactions, and helps ensure the consistent application of support procedures in line with ISO 27001 and InfoSec policy standards.
Objectives of the Role:
- Deliver responsive, user-friendly support at the first point of contact
- Execute support procedures and escalate when needed
- Ensure ticket documentation and asset handovers are accurate
- Maintain compliance with device, user access, and InfoSec handling protocols
- Support onboarding and operational coverage for tech requests
Key Responsibilities:
- Respond to user support requests via walk-ins, ticketing tools, or messaging channels
- Troubleshoot basic hardware/software issues (e.g., password resets, connectivity, login)
- Follow documented SOPs and complete support checklists
- Create and update support tickets with full issue descriptions and action steps
- Escalate complex issues to Tier 2 with proper documentation and context
- Assist with device handovers and collections using standard forms
- Update GLPI logs for support actions and asset movements
- Participate in training sessions and support drills to stay updated with tools and SOPs
Required Qualifications:
- Entry-level IT knowledge or 1 year of experience in a helpdesk or support role
- Familiarity with Windows OS, Office tools, and basic networking concepts
- Effective communication and documentation skills
Preferred Skills & Certifications:
- Knowledge of ticketing systems (e.g., GLPI, Zendesk, Freshdesk)
- Awareness of user data handling protocols
- Certifications or Familiar: CompTIA IT Fundamentals (ITF+), A+, or equivalent are a plus
Work Conditions:
- Onsite support coverage in Alabang or Cebu
- Shift-based schedule with rotation during onboarding or key deployments
- Participation in training, drills, and walk-in support
Find out more about Civicom Pacific at www.civi.com and our Feathers Project at www.feathersproject.org.