We’re Hiring: IT Service Support Specialist!

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We are currently on the lookout for an IT Service Support Specialist to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role: IT Service Support Specialist

Work Arrangement: Work From Home

Location: Philippines - Angeles/Mabalacat (Pampanga)

Schedule: Morning Shift

The IT Service Support Specialist is responsible for delivering exceptional first-level technical and customer support to El Jannah restaurants, its guests, and head office staff. This role involves responding to IT service incidents, troubleshooting technical issues, and ensuring timely resolution of customer complaints in alignment with service level agreements (SLAs). The specialist will also engage with delivery aggregators, franchisees, and internal teams to enhance communication and service delivery.

Key Responsibilities:

• Technical Support:
• Provide effective day-to-day IT support to the restaurants, guests and the head office.
• Troubleshoot, diagnose, and resolve technical issues promptly.
• Utilize the service management system to log and track issues, service requests, and complaints.
• Escalate complex issues to internal and third-party teams when necessary.
• Customer Service:
• Respond to and resolve IT service incidents and customer complaints efficiently.
• Maintain clear and effective communication with end-users, delivery aggregators, franchisees, and head office personnel.
• Ensure all interactions are conducted professionally and in alignment with company standards.
• Documentation:
• Document solutions and communicate them to end-users in a clear and understandable manner.
• Create and maintain user-friendly documentation and guides for end-users.
• Identify and escalate recurring incidents to Level 2 support to prevent future occurrences.
• Service Management:
• Handle incoming IT service requests from employees, ensuring proper resolution and communication.
• Collaborate with the IT Support Manager and other team members to improve service delivery processes.

Qualification and requirements:

• Proven experience in an IT support or helpdesk role.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Familiarity with service management systems and tools.
• Ability to work independently and as part of a team.
• Knowledge of restaurant or hospitality industry systems is a plus.

Non-negotiable skills & requirements:

• Proven experience in an IT support or helpdesk role.
• Strong troubleshooting and problem-solving skills.
• Shifting schedule (morning)