Technical Support
Full-TimeUpdated on 10/14/2026
No salary listed
Junior
Bachelor's
Quezon City, Metro Manila, Philippines
In PersonFully on-site in Cubao.
IT OperationsEnterprise Applications
About the job
Requirements
- A bachelor's degree in Information Technology is required.
- At least 1 to 2 years of experience as a Technical Support professional is required.
- Experience with the Freshservice platform is required to address and resolve platform issues.
- The role requires an 8x5 support schedule, with overtime if needed.
- The role requires working fully on-site in Cubao.
- Ability to communicate complex technical information clearly to technical and non-technical stakeholders is required.
Responsibilities
- 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.
- Troubleshoot and resolve platform issues, including login problems, workflow failures, and automation errors.
- Diagnose performance-related issues or slow response times.
- Coordinate with Freshservice support (Freshworks) for escalations when necessary.
- Maintain a ticket log and resolution documentation.
- Assist with setting up or modifying workflows, automation rules, and SLA policies.
- Assist with setting up or modifying ticket forms, categories, and templates.
- Assist with setting up or modifying user roles, agent permissions, and groups.
- Assist with setting up or modifying email notifications and approval workflows.
- Configure service catalog items and change/release templates.
- Set up and maintain integrations with third-party tools, including Jira, Slack, Microsoft Teams, and Active Directory.
- Troubleshoot API-based automations and webhooks.
- Support data import and export, including user data and ticket migration.
- Periodically review system configurations for optimization.
- Apply best practices for asset management, configuration management databases, and service catalogs.
- Ensure backups and data integrity within Freshservice limits.
- Coordinate updates or feature rollouts released by Freshworks.
- Create and maintain custom reports and dashboards.
- Analyze ticket trends and service-level agreement compliance.
- Provide performance reports and improvement recommendations.
- Onboard and train new users and agents on Freshservice features.
- Provide how-to support for ticket handling, approvals, and workflow usage.
- Maintain user guides and frequently asked questions.
- Assist the service delivery manager with monthly performance and usage reports, configuration change logs, training materials and documentation, and incident summaries and root cause analysis for critical issues.
About the company
Questronix is a Philippine systems integrator that helps organizations plan, deploy, and support enterprise technology. It combines technology products with cybersecurity, hybrid cloud, analytics, data management, and business application services for customers across the Philippines. Its teams scope client requirements, design architectures, connect hardware and software to existing workflows, then maintain installations or run selected processes through managed services. Customers engage Questronix for product supply, implementation projects, and ongoing support across IT environments. Founded in 1987, the privately held company is headquartered in Makati City, Philippines.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
Makati, Philippines
Founded
1987
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Simplify's Take
What believers are saying
- Questronix launched an employee E-Bin in March 2026; recycling proceeds were allocated to its community feeding program.
- Questronix launched MINAI, a legal-record AI search, for the Philippine budget agency in December 2025, giving teams government-delivery experience.
- Questronix announced ISO 27001:2022 certification in April 2026; internal assessments recorded zero major or minor non-compliances.
What critics are saying
- In March 2026, Questronix reported softer Managed Services performance in 2025 and named expansion a 2026 focus.
- In March 2026, Questronix set a 25% growth ambition and prioritized cost efficiency, raising execution pressure on employees.
- Indeed's July 2026 page gives Questronix's pay and benefits 2.6/5; its overall score is based on 23 reviews.
What makes Questronix unique
- Questronix lists IBM i and AIX midrange servers, giving engineers legacy-platform work not named in Trends' public catalog.
- Questronix reports 80% repeat business and 500+ projects, giving delivery teams a documented record of repeat-client work.
- Questronix lists enterprise and hybrid-cloud backup, high availability and disaster recovery, giving delivery teams business-continuity project work.
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