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.