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Apply as System Support! Get a chance to earn Competitive Salary + Allowances + Bonuses!

2 to 4 Years
With Business Certificates
Established in 2000
501-1000 Employees
11th Floor, PHILAM Building, Cebu Business Park, Luz, Cebu City, Cebu
Posted On: August 5, 2022
Job ID: 409177

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Key Responsibilities:

  • Checks Workpool daily for escalation tickets and efficiently resolves tickets based on provided report

  • Returns tickets to Level 1 agents if not a valid escalation

  • Reviews, prioritizes escalated tickets or service requests

  • Anticipates and resolves issues specific to the team; determines time estimates and schedules for own work; and resolves issues in a timely manner

  • Provides update to customer via email once resolved and initiates call if needed

  • Further assists agents on troubleshooting with any technical challenges

  • Receives and attends to advanced technical queries through email or calls escalated by agents/TLs

  • Escalates ticket to Tier 3 if issue is beyond the role of System Support/System Administrators

  • Provides excellent service and support to our customers through phone and email

  • Ensures correct updates are given to the customers in a timely manner

  • Upgrades hardware and updates software, if needed

  • Communicates and coordinates effectively with other team members and internal departments

  • Performs the tasks being assigned by Tier3 System Administrators properly

  • Remains updated with new products and technical procedures

  • Works collaboratively with other staff, not only limited to Team Leaders and Managers

  • Ensures that tickets are responded to and resolved within the agreed Service Level Agreement


  • Must be a graduate of any IT-related course

  • Must have at least two (2) years of Customer Service experience in troubleshooting end-user technology, both hardware and applications

  • Must have knowledge or 2 years of experience in Linux application

  • Must have knowledge or 2 years’ experience in Web/Mail Servers: Apache, Nginx, Exim, Dovecot

  • Must have experience in web/application/domain hosting or cloud services environment

  • Must have an advanced understanding of Networking and protocols

  • Must have excellent oral and written communication skills

  • Must have strong analytical and problem-solving skills

  • Must be trustworthy and able to maintain the confidentiality of customer information

  • Must be detail-oriented and able to manage multiple tasks effectively

  • Must be proactive in providing suggestions to improve current processes

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