IT Support

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SuperStaff

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

🤝 B2B

🛍️ eCommerce

🎯 Recruiter

B2B • eCommerce • Recruitment

SuperStaff is an outsourcing provider with talent hubs and call centers located in the Philippines, Colombia, and the United States. They specialize in building fully engaged leased teams and providing customized BPO solutions. Their services include multilingual support, customer service outsourcing, recruitment process outsourcing, e-commerce outsourcing, and knowledge process outsourcing. With a focus on cost-efficiency and scalable processes, SuperStaff helps businesses expand their talent pools, reduce operational costs, and improve performance across various functions. Their commitment to transparency and high performance drives their partnerships with global businesses.

📋 Description

• Investigate, troubleshoot, and resolve technical issues escalated by Service Technicians and operations teams • Monitor system alerts, dashboards, and incident queues to proactively identify and address issues affecting system performance and connectivity • Analyze logs, alerts, and system behavior within a Linux-based environment to diagnose technical problems • Support field teams with troubleshooting related to hardware-integrated software systems and connected devices • Escalate complex or high-impact incidents to the appropriate technical teams with thorough documentation and analysis • Create and maintain documentation for known issues, root causes, workarounds, and resolutions • Identify recurring technical issues and contribute recommendations to improve operational efficiency and system reliability • Collaborate with Engineering, Operations, and other cross-functional teams to support long-term technical improvements • Maintain accurate records of incidents, resolutions, response times, and support activities • Assist in enhancing support processes, documentation standards, and escalation procedures • Communicate effectively with distributed teams in a remote and asynchronous work environment • Adhere to established service standards and support protocols to ensure timely issue resolution

🎯 Requirements

• 2–4 years of experience in IT Support, Technical Support, Help Desk, Service Desk, Operations Support, or a related technical role • Experience troubleshooting issues within production or operational environments • Ability to analyze logs, alerts, dashboards, and monitoring data • Basic Linux administration and command-line troubleshooting skills • Strong written English communication and documentation abilities • Excellent analytical, problem-solving, and troubleshooting skills • Ability to work independently and effectively manage priorities • Experience supporting distributed or remote teams is an advantage • Detail-oriented with strong documentation practices • Comfortable working with cross-functional teams • Preferred Qualifications: • Exposure to cloud environments, connected devices, or IoT technologies • Experience with monitoring platforms such as Datadog or AWS CloudWatch • Familiarity with hardware-integrated software systems • Experience in incident management, uptime monitoring, or operational support • Knowledge of network troubleshooting, remote diagnostics, and device monitoring • Experience conducting root cause analysis and improving support processes

🏖️ Benefits

• HMO with 1 free dependent upon hire • Life Insurance • 20 PTO credits annually • 10% Night Differential • Annual Performance-Based Merit Increases • Employee Recognition Programs • Company-Provided Laptop • Site Options: Ayala, Makati or Clark, Pampanga • Monday to Friday Schedule • 9:00 AM – 6:00 PM CST / 10:00 PM – 7:00 AM PH Time