Position Summary

The L1 Software Support Engineer is responsible for resolving customer requests within the Practice Protect platform in a professional and timely manner. This role emphasizes providing "fix on first call" solutions for reported issues.

Job Details

Onsite | Eastwood, Libis

Monday to Friday | 8 AM to 5 PM PH Time

Responsibilities

Ticket Resolution:

• Adhere to the company’s Service Delivery Guidelines, Policies, and KPIs.
• Resolve service tickets in alignment with client service level agreements (SLAs).
• Contact clients for further clarification or additional information when required.
• Manage client expectations throughout the ticket lifecycle.
  
  

Technical Support

• Resolve first-level technical issues according to best practices and service delivery guidelines.
• Provide immediate solutions (“fix on first call”) when possible.
• Manage the entire lifecycle of service tickets in accordance with client SLAs.
• Communicate vital technical information via phone, email, or ConnectWise.
• Leverage internal resources for troubleshooting.
• Perform other ad-hoc tasks as needed.
  
  

Qualifications

• Open to fresh graduates.
• Ideally, 2 years of IT/tech-related experience.
• Strong understanding of MS365 Admin Centre and Google Workspace Admin.
• Solid grasp of operating systems, software, and devices.
• Familiarity with cloud computing.
• Strong troubleshooting and remote desktop support skills.
• Excellent organizational skills and flexibility.
• Confident in interacting with global clients.
• Eager to grow and learn new skills on the job.
• Ability to build rapport and foster key relationships.
• Proven ability to quickly learn new software and IT concepts.
• High level of commitment, professionalism, and composure under pressure.
• Self-motivated and comfortable working both independently and in a team.
  
  

Preferred Qualifications

• Experience in IT, software, SaaS, or tech-related industries.
• Experience working with international companies or clients/BPO environments.