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Questronix

Integrates IT systems for Philippine enterprises

Technical Support - Freshservice

Enterprise ApplicationsConfirmed live in the last 24 hours
Full-timeQuezon City, Metro Manila, PhilippinesNo salary listed

About the Job

Requirements

  • A bachelor's degree in Information Technology is required.
  • At least 1 to 2 years of experience as Technical Support is required.
  • Strong ability to communicate complex technical information clearly to technical and non-technical stakeholders is required.
  • Experience with the Freshservice platform is required to address and resolve platform issues.
  • Availability for an 8x5 support schedule, with overtime if needed, is required.
  • Ability to work fully onsite in Cubao 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 and 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, SLA policies, ticket forms, categories, templates, user roles, agent permissions, groups, email notifications, approval workflows, service catalog items, and change and 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, CMDB, and service catalog.
  • 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 SLA 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 FAQs.
  • Assist the SDM 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

Integrates IT systems for Philippine enterprises

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
Not listed
Total funding
Not listed
Headquarters
Makati, Philippines
Founded
1987

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