Tier 1 Support Associate

Support Global IT Operations and Troubleshoot Cutting-Edge Cybersecurity Solutions.

Step into the fast lane of IT and cybersecurity, where networks, cloud systems, and digital defenses meet. As a Tier 1 Support Associate, you'll be the first responder, troubleshooting system issues and securing networks for global clients-right from home. Whether you're fixing hardware snags, resolving software glitches, or fortifying network security, you'll play a key role in keeping critical infrastructure running smoothly. This is more than a job it's your chance to dive deep into the tech world, gain global exposure, and scale your career in an industry fueled by constant innovation.

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
  
• Diagnose and resolve technical hardware and software issues, including network connectivity and operating systems.
  
• Log and track service requests using help desk software and escalate issues to higher-level technicians as necessary.
  
• Provide remote troubleshooting and guidance to resolve customer issues.
  
• Follow up with customers to ensure issues are fully resolved.
  
• Maintain accurate records of customer interactions, issues, and solutions.
  
• Assist in the setup, installation, and configuration of IT equipment such as computers, switches, firewalls, and user accounts.
  
• Educate users on best practices for software and system usage.
  
• Collaborate with team members to improve the efficiency and quality of IT services.
  

Requirements

Secure Your Spot: Skills to Join the Team

Required Skills:

• Proven experience as a Help Desk Technician or in a similar customer support role
  
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus
  
• Strong understanding of computer systems, networks, and software applications
  
• Familiarity with remote desktop applications and help desk software
  
• Excellent problem-solving skills and attention to detail
  
• Strong communication skills, with the ability to explain technical issues to non-technical users
  
• Ability to work independently and prioritize tasks effectively
  
• Advanced English communication skills, both oral and written
  

Special Competencies:

• Professional, low ego, and customer-friendly approach
  
• Strong technical expertise as a subject matter expert in assigned product/solution areas
  
• Excellent communication and customer relationship skills
  
• Preference for transparency and collaboration in highly team-based environments
  
• Ability to use judgment and initiative in problem resolution
  
• Proactive and self-driven, with the ability to take ownership of tasks and see them through to completion
  

Personal Attributes & Behaviors:

• Eager to receive feedback and improve, actively prompts others for critique
  
• Proactively seeks opportunities to learn and grow in both job skills and personal development
  
• Adapts quickly to change and demonstrates trustworthiness and integrity
  
• Values align with the company's ethics, and often cultivates these values in others
  
• Consistently connects even tedious tasks to the larger mission and context
  
• Delivers on commitments on time and proactively learns from failures
  
• Passionate about the company and work, encouraging the same within the team
  
• Open and respectful to all promotes diversity and inclusion within the team
  

Team Attributes & Behaviors:

• Shares accurate information without needing to be prompted
  
• Communicates clearly, efficiently, and accurately, improving group collaboration
  
• Considers the impact of decisions on the team, department, and company without prompting
  
• Resolves conflicts effectively, often leading to greater trust, and requires minimal escalation
  
• Actively participates in group projects and avoids operating in isolation
  
• Helps build team spirit and eagerly participates in team events, encouraging others to do so as well
  

Benefits

Perks & Protocols: What You'll Gain

• Day 1 HMO coverage
  
• Temporary work-from-home arrangement
  
• Prime office locations with free gym access (Ortigas and Makati)
  
• Free upskilling through Emapta Academy courses (Want to know more Visit )
  
• Free access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
  
• Unlimited opportunities for employee referral incentives across the organization
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Meet the IT Titans: About Hyper Networks

Our client is a leading provider of comprehensive IT solutions, specializing in networking, cybersecurity, cloud services, and physical security. Since their founding in 2014, they have built a reputation for delivering cutting-edge technology that keeps businesses connected and secure. They offer a Zero Trust security model, ensuring that only authorized users and devices can access sensitive networks. With a diverse suite of services, including managed IT, connectivity, and event solutions, our client serves a wide range of industries, helping organizations make smart technology decisions and improve operational efficiency.

Welcome to Emapta Philippines!

Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your . Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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