Technical Support Representative (24/7)

About X10 Technologies

X10 Technologies Inc., a leading provider of advanced IT solutions and managed services, is seeking a skilled Technical Support Representative to join our Support Services team. This role provides technical assistance to customers, resolves support issues efficiently, and ensures a high-quality customer experience through proactive communication and strong troubleshooting practices. Success in this position is measured through customer satisfaction, technical accuracy, professionalism, and a continuous learning mindset across diverse technologies.

Position Overview

The Technical Support Representative professionally delivers technical support for a wide range of IT systems, applications, and infrastructure environments. The role involves diagnosing and resolving technical issues, performing system and network checks, maintaining documentation, and managing customer communications throughout the support lifecycle. The position operates within a 24/7 support environment, requiring flexibility to work rotating shifts.

This position requires a strong customer-oriented mentality, systematic troubleshooting abilities, and a commitment to continuous skills development.

Primary Responsibilities

Support Operations & Customer Service

• Serve as the first point of contact for support requests via phone, email, chat, and web cases.
• Create detailed support tickets, validate issues through investigation, perform customer notifications, and escalate as necessary.
• Provide professional, timely, and accurate responses across all communication channels to ensure exceptional customer experience.
• Prioritize and manage multiple tasks, including inbound calls, case management, live chat, and email requests.
• Maintain awareness of and comply with all client and internal support policies and processes.
• Participate in 24/7 operations, supporting rotating shifts covering day, evening, overnight, weekend, and holiday schedules.

Technical Troubleshooting & Issue Resolution

• Diagnose and troubleshoot end-user computing issues, including workstations, servers, applications, and network components.
• Understand and support X10 Technologies' service offerings, including Security Operations, System Operations, and Network Operations.
• Troubleshoot networking equipment and configurations via phone and remote sessions.
• Perform system checks, firmware upgrades, and configuration updates within customer environments.
• Monitor network devices and servers, validate connectivity, analyze alerts, and respond based on monitoring system outputs.
• Retrieve, manage, and validate system and network backups for assigned customer environments.
• Maintain troubleshooting familiarity with Windows 10/11, Windows Server 2012R2–2019, Microsoft Office Suite, and Microsoft 365.

Advanced Technical Activities

• Conduct detailed analysis and remediation of complex technical issues.
• Perform configuration modifications and execute advanced firmware upgrades.
• Conduct detailed log analysis, correlation, and interpretation.
• Participate in incident response activities, including triage, analysis, and remediation.
• Identify potential threats, investigate risks, and participate in mitigation activities.
• Ensure compliance with operational, security, and policy requirements.
• Assist with backup management, schedule validation, and perform recovery testing.

Documentation, Reporting & Process Management

• Create, update, and maintain technical documentation, operational procedures, and knowledge resources.
• Generate technical reports, summaries, and updates based on operational needs.
• Provide clear communication to stakeholders regarding ongoing issues, incidents, and ticket progress.
• Confirm customer satisfaction upon resolution of support requests.

Continuous Learning

• Develop new skills and expand product knowledge to keep pace with X10 Technologies’ evolving services and platforms.
• Maintain familiarity with key tools, vendors, and technologies relevant to X10 support operations.

Preferred Knowledge & Technology Experience or exposure to any of the following is considered an asset:

• Zoho CRM
• Fortinet
• Palo Alto Networks
• Aruba
• Ruckus
• Sophos
• Nutanix
• Veeam
• Proofpoint
• SentinelOne
• CrowdStrike
• F5
• Rapid7
• ManageEngine (RMM)
• SolarWinds
• Tellabs
• Microsoft Office & M365

Pay: Php30,000.00 - Php35,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Promotion to permanent employee
• Work from home

Application Question(s):

• Amenable to work in GY/Night Shift

Work Location: In person