Remote Technology Support Specialist

1w1 week ago

ScalableOS

PH · Full-time · PHP 360,000 – PHP 720,000

About this role

The Technology Support Specialist is both foundational and mission critical. This fully remote role handles first touch ticket triage, initial technical troubleshooting, Tier 1 resolution, and proper routing of support requests. It ensures fast, professional handling of client support experiences.

Technicians evaluate, diagnose, document, and remotely resolve technical and business-oriented issues across Company’s Managed Services. Responsibilities include receiving inbound requests via phone, email, or ticketing system and creating detailed service tickets with metadata like requester name, client company, and problem description.

Day-to-day involves assigning priority levels (Emergency/Medium/Low), identifying missing information, and routing tickets when resolution exceeds 15 minutes or requires specialized expertise. Tier 1 troubleshooting covers workstation issues, Microsoft 365 problems, printers, browsers, network connectivity, and basic account management remotely.

Customer service emphasizes courteous communication, keeping users informed of status and timelines, while monitoring pending tickets for progression. The role builds technical capability and business acumen, forming the foundation for advancement to Technology Consultant.

Requirements

Ability to triage and prioritize support tickets using Service Desk definitions
Experience with remote diagnosis of workstation performance and login/authentication issues
Familiarity with Microsoft 365 troubleshooting (email, Teams, OneDrive sync)
Knowledge of printer/queue errors, browser configuration, and network connectivity testing
Proficiency in basic user account management (password resets, unlocks, group membership)
Skill in documenting technical resolutions and using ticketing systems
Capability to perform remote software installations per scheduling rules

Responsibilities

Receive inbound support requests via phone, email, or ticketing system
Create detailed and accurate service tickets including requester’s name, client company, callback number, detailed problem description, and perceived priority level
Assign preliminary priority level based on Service Desk definitions (Emergency/Medium/Low)
Perform 1st level remote diagnosis and resolution for workstation performance issues, login/authentication problems, Microsoft 365 issues, printer/queue errors, browser issues, network connectivity, basic user account issues, and remote software installations
Document all troubleshooting performed, including resolution details
Monitor pending tickets, follow up with end users, and ensure timely progression
Deliver fast, courteous, and professional support to all clients
Follow escalation rules precisely when issues exceed Tier 1 capability or scope