Technical Support - Freshservice
No salary listed
Junior
Bachelor's
Quezon City, Metro Manila, Philippines
In PersonFully onsite in Cubao.
IT OperationsEnterprise Applications
About the job
Requirements
- A bachelor's degree in Information Technology.
- At least 1 to 2 years of experience as a Technical Support professional.
- Strong ability to communicate complex technical information clearly to technical and non-technical stakeholders.
- Experience with the Freshservice platform to address and resolve platform issues.
- Availability for an 8x5 support schedule, with overtime if needed.
- Ability to work fully onsite in Cubao.
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 and slow response times.
- Coordinate with Freshservice support 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 or release templates.
- Set up and maintain integrations with third-party tools such as 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 database, and service catalog.
- Ensure backups and data integrity within Freshservice limits.
- Coordinate updates or feature rollouts as 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
- Employee recycling supports community meals: Questronix allocated E-Bin proceeds to its feeding program in March 2026.
- Government projects add delivery experience: Questronix launched MINAI legal-record search for the Philippine budget agency in December 2025.
- Security processes gained certification: Questronix announced ISO 27001 in April 2026, reporting no major or minor internal non-compliances.
What critics are saying
- Managed services lost momentum: Questronix's March 2026 update reports softer 2025 performance and prioritizes renewed expansion.
- Growth comes with cost discipline: Questronix's March 2026 plan targets 25% growth alongside efficiency improvements.
- Employee reviews flag compensation: Questronix's July 2026 Indeed page scores pay and benefits 2.6/5, with 23 total reviews.
What makes Questronix unique
- Engineers also work on older platforms: Questronix's catalog includes IBM i and AIX midrange servers.
- Returning clients anchor delivery: Questronix reports 80% repeat business across more than 500 projects.
- Continuity work spans cloud environments: Questronix sells backup, high-availability and disaster-recovery services for enterprise and hybrid-cloud systems.
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