IT Technical Support

Questronix Corporation


Date: 12 hours ago
City: Makati City
Contract type: Full time
  • Provide timely technical assistance for Freshservice-related issues.
  • Maintain system uptime and configuration integrity.
  • Enable efficient use of Freshservice features across IT teams.
  • Support business operations through proactive maintenance and guidance.

Scope of Services

Incident Management & Issue Resolution

  • Troubleshooting and resolving platform issues (e.g., login problems, workflow failures, automation errors).
  • Diagnosing performance-related issues or slow response times.
  • Coordinating with Freshservice support (Freshworks) for escalations when necessary.
  • Maintaining a ticket log and resolution documentation.

Configuration & Administration Support

  • Assistance with setting up or modifying:
  • Workflows, automation rules, and SLA policies.
  • Ticket forms, categories, and templates.
  • User roles, agent permissions, and groups.
  • Email notifications and approval workflows.
  • Configuring service catalog items and change/release templates.

Integration & API Support

  • Setting up and maintaining integrations with third-party tools (e.g., Jira, Slack, Microsoft Teams, AD, etc.).
  • Troubleshooting API-based automations and webhooks.
  • Supporting data import/export, including user data and ticket migration.

System Maintenance & Updates

  • Periodic review of system configurations for optimization.
  • Applying best practices for asset management, CMDB, and service catalog.
  • Ensuring backups and data integrity within Freshservice limits.
  • Coordinating updates or feature rollouts as released by Freshworks.

Reporting & Analytics

  • Creating and maintaining custom reports and dashboards.
  • Analyzing ticket trends and SLA compliance.
  • Providing performance reports and improvement recommendations.

User & Agent Support

  • Onboarding and training new users/agents on Freshservice features.
  • Providing how-to support for ticket handling, approvals, and workflow usage.
  • Maintaining user guides and FAQs.

Deliverables

  • Assist SDM with below deliverables
  • Monthly performance and usage reports.
  • Configuration change logs.
  • Training materials and documentation.
  • Incident summary and root cause analysis for critical issues.

Qualifications

  • Bachelor's degree in Information Technology.
  • At least 1 to 2 years of experience as a Technical Support
  • Communication: Strong ability to communicate complex technical information clearly to both technical and non-technical stakeholders.
  • Experience with FreshService platform in order to effectively address and resolve any issues that may arise for the platform itself.
  • Schedule: 8x5 Support
  • Can work Fully ONSITE (Cubao)

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