Opening
Technical Support Specialist
IT / Philippines / Full-Time / On-Site
BridgeWay is seeking a skilled and customer-focused Technical Support Specialist to work remotely, strengthen our IT support function and ensure reliable, efficient technical assistance for both internal users and external clients. This role plays a vital part in maintaining business continuity by diagnosing technical issues, resolving system problems, and guiding users through effective solutions. The ideal candidate will combine strong technical knowledge with clear communication skills and a service-oriented mindset, capable of troubleshooting issues both remotely and in person. This is a full-time remote position and candidates must reside in Philippines.
Responsibilities
- Provide first- and second-level technical support to clients, end users, and internal staff.
- Respond promptly to technical queries via email, phone, ticketing systems, or in person.
- Diagnose hardware, software, and network-related issues using appropriate diagnostic
- tools.
- Isolate root causes of technical problems and implement effective, timely solutions.
- Troubleshoot desktop, laptop, printer, peripheral, and basic network issues.
- Support installation, configuration, and maintenance of computer systems, applications,
- and peripherals.
- Assist users with system usage, best practices, and basic IT training as required.
- Escalate complex or unresolved issues to senior IT personnel when necessary.
- Manage assigned tickets within ticketing system.
- Handling inbound end-user calls for technical support.
- Document issues, resolutions, and procedures for future reference and knowledge
- sharing.
- Support routine system maintenance and updates to ensure optimal performance.
- Ensure compliance with company IT policies and security standards.
- Perform other IT-related duties as assigned.
Requirements
- At least three years’ experience in a technical support field, troubleshooting hardware/software
- problems.
- At least two years’ experience in a LAN/WAN environment with an understanding of network
- design.
- Proficient in Microsoft Windows and Microsoft Office products.
- Solid analytical and problem solving skills.
- Great customer service skills and a willingness to learn.
- Highly developed communication skills.
- The ability to explain technical procedures in layperson’s terms.
- Interpersonal skills requiring a maximum in courtesy, etiquette and tact, in order to deal
- effectively with all levels of management, staff, and outside vendors.
- Ability to work independently -- candidate must be a "self-starter".
- Technical Certifications a plus.
Documents to prepare
- Experience with ticketing systems and IT documentation tools.
- Basic knowledge of Active Directory user support.
- Familiarity with cybersecurity best practices.
- Exposure to cloud-based tools and collaboration platforms.