Junior Technical Support (Night Shift)

PLEASE READ: Applicants MUST SUBMIT APPLICATION VIA THIS LINK to be considered:

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Do you enjoy solving technical challenges and helping people with their IT needs?

If you have strong problem-solving skills, a curious mindset, and a passion for delivering excellent customer support, we’d love to hear from you.

We’re looking for a dedicated Jr. Technical Support Specialist to join our growing team. With over 10 years of industry presence, we’ve built a reputation as a trusted, technology-forward company. We’re seeking someone driven, detail-oriented, and eager to learn, with experience in troubleshooting IT issues and supporting end-users. We are a technology-forward business, and knowledge of cloud-based IT systems (especially Google Workspace) is highly valued.

Join our team of A-players—if you're one too, apply now!

Why You’ll Love Working With Us

We don’t just offer a job—we offer a career with exceptional rewards, growth opportunities, and a people-first culture. Here's what you’ll get:

Competitive Compensation & Bonuses
- December Bonus
- Performance Incentive Bonus
- Regular Annual Salary Increases as you grow with us
- Time Off That Matters

Paid Leaves after regularization
- Paid National/Local Holidays

Work & Life Experiences You’ll Remember
- Annual Team Conferences & Events – Travel, food and accommodations on us

Investing in Your Growth
- Budget for Training & Development
- Career Growth Pathways
- Support to Help You Thrive

Tech Allowance – Enhance your workstation setup with our support
- HMO Allowance – Your health is our priority
- Government-Mandated Benefits – SSS, PAGIBIG, PhilHealth

Job Overview:

As a Junior Technical Support Consultant at itGenius, you are an enthusiastic and foundational member of our frontline team, embodying our commitment to being "useful Geeks" and directly contributing to our mission to "help small businesses play a bigger game." You are instrumental in ensuring our customers experience the "Amazon Prime of IT" – highly responsive, seamless, and trusted technical support that fuels their important global purpose-work.

You will be learning and applying your technical skills to diagnose and resolve common IT issues, with guidance from senior tea ---------- mbers. This role demands an Empowered individual eager to learn, who can consistently deliver quality support, communicate effectively, and champion a "high-performing sports team" culture through every interaction. You are accountable for delivering prompt and effective initial technical support, directly impacting customer satisfaction and our journey towards becoming the global leader in remote-delivered IT services.

Key Responsibilities:

The Junior Technical Support Consultant's day-to-day responsibilities and key activities include:

Initial Technical Support & Issue Resolution:
- Provide prompt and effective technical support to customers via various channels (e.g., 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.

Customer Experience & Communication:
- 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.

Team Contribution & Learning:
- Actively participate in tea ---------- etings, 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.

Process Adherence & Continuous Learning:
- 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.

Accountabilities
The Junior Technical Support Consultant is held accountable for the following specific, measurable objectives, which are delegated from the Support Team Manager's accountabilities for "Exceptional Customer Satisfaction & Service Quality" and "Efficient Support Operations":

- Effective Initial Technical Issue Resolution & Customer Satisfaction: Consistently resolve common technical issues efficiently and effectively, ensuring high levels of initial customer satisfaction (CSAT) for individual support interactions.
- Support Efficiency & Quality Adherence: Maintain personal efficiency in ticket handling, consistently adhere to foundational Service Level Agreements (SLAs) and internal quality standards, and contribute to the overall operational efficiency of the support team.
- Knowledge Acquisition & Application: Actively learn and apply technical knowledge to resolve customer issues, contribute to the team's collective knowledge base, and seek guidance from senior technical support consultants.

Skills:
- 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 (preferred but not required—training provided).
- Awareness of IT security best practices and data protection principles.
- Strong communication skills with the ability to explain technical concepts clearly.

Required Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
- With at least 1 year of experience in a Technical or Helpdesk experience or both
- Basic knowledge of IT systems, troubleshooting, and cloud-based tools (Google Workspace or Microsoft 365).
- Strong communication skills with the ability to explain technical issues clearly.
- 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.

Work Schedule
- 8-hour shift
- Night shift
- Monday to Friday
- Weekends off
- Observance of Philippine holiday

You’ll thrive here if you’re interested in:
- The evolving world of cloud-based work (Google Workspace, Google Drive, Gmail, etc.)
- Supporting small business growth (1–30 employees)
- Applying technology to improve productivity and collaboration