itGenius 🤓 Biz Tech Experts

Junior Technical Support

itGenius 🤓 Biz Tech Experts

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 ₱20,000 - ₱25,000 per month

Job Level

Junior

Tech Stack

CloudPHP

About the role

  • Provide prompt and effective technical support to customers via various channels (tickets, chat, calls) for common IT issues.
  • Diagnose and resolve basic to common technical issues related to Google Workspace, IT infrastructure, and other supported products and services.
  • Follow established troubleshooting procedures and best practices to ensure consistent and reliable solutions.
  • Accurately identify when to escalate complex or unresolved issues to senior technical support consultants or other specialized teams, ensuring smooth handoffs.
  • Deliver an "Amazon Prime of IT" customer experience by providing responsive, clear, and empathetic communication. Manage customer expectations effectively, providing timely updates and transparent explanations of technical issues and resolutions. Maintain a professional and courteous demeanor in all customer interactions. Ensure all customer interactions are accurately and thoroughly documented in the ticketing system.
  • Actively participate in team meetings, discussions, and knowledge-sharing sessions. Proactively seek guidance and mentorship from senior technical support consultants and team leaders to enhance skills and knowledge. Contribute to the creation and maintenance of internal knowledge base articles, troubleshooting guides, and FAQs under supervision. Provide constructive feedback to peers and leadership to help improve team performance and processes.
  • Adhere strictly to all company policies, procedures, and security protocols. Continuously learn and stay updated on new technologies, product features, and industry best practices relevant to itGenius's services. Proactively seek opportunities for professional development and skill enhancement, including completing assigned training modules.

Requirements

  • Familiarity with IT systems, troubleshooting, and cloud-based tools (Google Workspace or Microsoft 365) is essential.
  • Familiarity with Google Workspace (Gmail, Drive, Docs, Sheets, Meet, Admin Console) and/or Microsoft 365 products.
  • Ability to perform initial troubleshooting for common technical issues (email setup, connectivity, account access, device configuration).
  • Understanding of ticketing systems, remote support tools, and knowledge bases (training provided).
  • Awareness of IT security best practices and data protection principles.
  • Strong communication skills with the ability to explain technical concepts clearly.
  • Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
  • At least 1 year of experience in a Technical or Helpdesk role.
  • Basic knowledge of IT systems, troubleshooting, and cloud-based tools (Google Workspace or Microsoft 365).
  • Demonstrated customer service skills with professionalism and empathy.
  • Ability to follow processes, document work accurately, and manage multiple support requests.
  • Willingness to learn, adapt, and grow in a fast-paced support environment.