Responsibilities
- Responding to User Requests: Tech Hub Engineers are responsible for answering phone calls, emails, and chat messages from end-users who need assistance with IT-related issues. They must ensure that all requests are acknowledged in a timely and professional manner and that all necessary information is gathered to resolve the issue.
- Request Fulfillment: The Tech Hub, typically handles the initial intake of service requests, logging them, and ensuring they're routed to the appropriate team for resolution. They act as a central point of contact for users seeking technical assistance, providing support and guidance throughout the request fulfillment process.
- Incident Troubleshooting: Tech Hub Engineers must have a good understanding of hardware, software, and networking components to be able to troubleshoot issues quickly and effectively. They should be able to diagnose and resolve problems related to desktops, laptops, printers, scanners, mobile devices, software applications, and network connectivity.
- Escalating Issues: Tech Hub Engineers technicians are responsible for escalating more complex issues to the appropriate support teams. They must ensure that all relevant information is captured and documented in the ticketing system before escalating the issue.
- Ticket Management: Tech Hub Engineers are responsible for managing tickets throughout their lifecycle. This includes creating new tickets, updating existing tickets, and closing tickets when issues are resolved.
- Remote Support: Tech Hub Engineers must be able to provide remote support to end-users who are not in the same location as the technician. This can include using remote control tools to access end-users’ computers and troubleshoot issues.
- Knowledge Base Management: Tech Hub Engineers must be able to contribute to the knowledge base by documenting solutions to common issues. This helps to reduce the number of tickets that are escalated and provides a reference for other technicians who may encounter similar issues.
- Customer Service: Tech Hub Engineers must provide excellent customer service to end users. This includes being patient, courteous, and professional at all times, even when dealing with difficult users.
- Documentation: Tech Hub Engineers must maintain accurate and up-to-date documentation of all processes, procedures, and troubleshooting steps. This information is used to train new technicians and ensure consistency in service delivery.
Requirements
- Graduate of any IT related course or equivalent.
- At least 3 years of experience in Service Desk (L1) or any related role and at least 1 year experience in Service Desk (L2)
- ITIL Foundation v3 or v4 certification
- Must possess a “can-do” attitude and be willing to roll up their sleeves and get the job done.
Nice to Have
- CompTIA A+ or CompTIA ITF+ training and certification is a plus.
- Experience of working in the financial services industry is desired, but not essential.
Benefits
- Competitive compensation and benefits – including allowances, government-mandated benefits, 13th month pay, and performance-based bonuses
- Health and wellness support – HMO coverage from Day 1 (with dependents), life and accident insurance, mental health support, and medical allowances
- Leave benefits – generous paid time off, special leave types, and observance of all Philippine holidays
- Hybrid work setup and tools – company-issued laptop, work-from-home kit, and flexibility after initial onboarding
- Learning and growth opportunities – access to training, annual salary reviews, internal mobility, and performance rewards
Work Arrangement
Hybrid
Additional Information
- At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.
