[Hiring] Technical Support Analyst @Yempo Solutions

Role Description

The Technical Support Analyst will be responsible for providing first-level technical support and managing incoming service requests to ensure timely and effective issue resolution. The role requires strong communication skills, attention to detail, and the ability to deliver a professional, client-focused support experience.

• Serve as the first point of contact for client IT support requests.
• Monitor, triage, and respond to incoming service desk tickets in accordance with defined SLAs.
• Resolve common Tier 1 technical issues including account access, Microsoft 365, email, endpoint, VPN, and connectivity concerns.
• Escalate complex or unresolved issues to Tier 2 with clear, accurate, and well-documented ticket notes.
• Communicate clearly and professionally with clients, providing timely updates and managing expectations.
• Adhere to documented SOPs, security standards, and troubleshooting playbooks.
• Maintain accurate ticket documentation and identify recurring issues for process improvement.
• Support the delivery of high client satisfaction and service quality standards.

Qualifications

• 1–3 years of experience in IT helpdesk or technical support.
• Strong written and verbal English communication skills.
• Working knowledge of Microsoft 365, Windows OS, and basic networking concepts.
• Experience working for an IT MSP (desirable).
• Familiarity with desirable tools: HaloPSA, Addigy, NinjaOne.
• Comfortable using AI tools like ChatGPT for structured troubleshooting.
• Basic cybersecurity awareness.
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• Strong attention to detail and commitment to security and compliance.
• Experience working with ticketing systems and structured workflows.
• Client-focused, professional, and calm under pressure.

Requirements

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement.
• Additional HMO dependents added each year of service.
• 20 vacation days per year; 7 sick days.
• Annual performance bonuses and incentives.
• Annual salary reviews and increases.
• Free cooked rice, snacks, and hot drinks.
• Company polo shirts provided.
• Fantastic, bright and cheerful open-plan work environment.
• Prestigious clients and highly professional and friendly co-workers.

Location

Makati, NCR (Remote)

Department

Savvy

Employment Type

Full Time

Minimum Experience

Mid-level

Compensation

PHP 45,000 - 75,000