Genuine interest in technology and strong aptitude for troubleshooting
Clear, patient written and verbal communication skills
Strong organizational skills and reliability
Requirements:
Serve as the first point of contact for incoming support requests
Support customer-facing product issues by reproducing reported problems
Provide internal IT support for employee accounts, access and permissions
Write and maintain simple help documentation and internal knowledge base articles
Job description
This is a remote position. Join one of the Philippines’ fastest-growing tech companies! Open to Philippine-based candidates only.
About Us:
Full Scale is a fully remote-first company that helps businesses build dedicated teams of skilled software engineers. We make finding and retaining experienced software talent easy and affordable.
About the Role:
We are seeking an IT Help Desk Technician to serve as the first line of support for end users and product-related issues. This is an entry-level contract role ideal for someone early in their career who is technical, dependable, and genuinely enjoys solving problems for people. In this role, you will handle customer-facing issues, support straightforward bug fixes, and resolve day-to-day internal IT needs while working in a remote, distributed team.
Key Responsibilities:
Serve as the first point of contact for incoming support requests, triaging and resolving issues or escalating when needed
Support customer-facing product issues by reproducing reported problems, documenting them clearly, and resolving or handing them off to engineering
Work on straightforward bug fixes under guidance and close the loop with the people who reported them
Provide internal IT support for employee accounts, access and permissions, hardware, software, and connectivity
Track tickets through resolution and keep status updates, notes, and ownership accurate and up to date
Write and maintain simple help documentation and internal knowledge base articles for recurring issues
Partner with support engineers and developers to identify patterns and reduce repeat tickets
Requirements
Genuine interest in technology and a strong aptitude for troubleshooting; formal experience is welcome but not required
Clear, patient written and verbal communication skills, with the ability to explain technical concepts to non-technical users
Comfort using common workplace tools such as ticketing systems, email and account administration tools, and basic command-line or web-based tools
Strong organizational skills and reliability, with the ability to manage multiple open issues effectively
Ability to work collaboratively in a remote, distributed team environment
Nice-to-Have Qualifications:
Prior experience in help desk, technical support, or customer support
Exposure to web technologies such as HTML, CSS, or basic JavaScript
Experience reading application logs
Familiarity with a ticketing or help desk platform such as Zendesk, Freshdesk, or Jira Service Management
Benefits
Why Join Us:
Fully remote work setup
Opportunity to grow in a collaborative, distributed team
Hands-on exposure to customer support, product troubleshooting, and internal IT operations
Strong entry point for candidates building a career in technical support or support engineering
