Makati City City Jobs Technical Support Analyst | Shifting Schedule Position at Emapta

Image Emapta
  • Job vacancies posted on: 2 months ago

Are you looking for job vacancies? Our company, Emapta is merrily inform you that we are hiring!

We need you to fill the position as Technical Support Analyst | Shifting Schedule for our office.

This position requires a full time working hours system which domiciled in Makati City and its surroundings.

As a competitive company, we need these minimum criteria for candidates to be fulfilled. If you are a Vocational Diploma/Short Course Certificate & Bachelor's/College Degree and experienced in the field of Services & Tech & Helpdesk Support, a person who honesty and discipline, then you are highly awaited in our company.

The starting salary we can offer is in a range from ₱16,000 - ₱38,000, this salary range that we offer is negotiable can change at any time according to our HRD's decision depending on the capability of the candidate can offered for our company.

Job Info

Company Emapta
Position Technical Support Analyst | Shifting Schedule
Region Makati City
Work Level 1-4 Years Experienced Employee
Work experience 3 years
Qualification Bachelor's/College Degree, Vocational Diploma/Short Course Certificate
Type of work Full-Time
Specialization Required Services, Tech & Helpdesk Support
Minimum Salary PHP 16.000
Maximum Salary PHP 38.000

Job Description

EMAPTA is looking for a Technical Support Analyst who can support one of our NZ-based clients.

About our client-partner:

Voyager is a privately owned and operated telecommunications provider in New Zealand. Built on a foundation of passion and expertise, they deliver ultra-fast broadband, voice, domain name, and hosting services to thousands of businesses and homes around New Zealand. They are focused on keeping their customers connected and helping companies

across New Zealand do business better. Their extensive knowledge of all things digital combined with their friendly, helpful technology experts makes Voyager the right choice for a digital transformation partner.

Now is an exciting time to join Voyager, with a companywide technological and business transformation underway in systems, voice, network, hosting &

virtualization platforms. Working with Voyager The people working at Voyager are enthusiastic, passionate, and positive. They are supportive and operate with a high degree of respect for each other. You can expect to feel part of the team right away and they will help you to be successful in your role. The values at Voyager are ‘Always do your best’, ‘Find ways to show people you care’, and ‘Do the right thing’ and you will see that the Voyager team lives these values each day. They will invest in your future and ensure that you are included in upskilling and learning and development activities.

Job Responsibilities:

• Responding to and resolving customer inquiries in due time to ensure the

company meets or exceeds established quality, service level and KPI

targets. Specifically:

  • Troubleshooting broadband, voice, and hosting faults
  • Hardware set up and configuration
  • Raising fault tickets to internal or external vendors and keeping clients updated with the status
  • Providing Order status updates
  • Resolving General billing and payment inquiries

• Effective management of your own email ticket queue

• Collaborating with other key stakeholders such as supervisors and


• Assisting customers through remote desktop support (TeamViewer)

• Keeping up to date with ongoing training and product changes

• Complying with all specified operating procedures and regulatory

requirements e.g. Telecommunications Transfer Code, LMNP, and internal

process documentation.

• Building and maintaining positive and professional relationships with

internal and external customers, suppliers and peers and interact

positively with other team members

Skills & Experience:

• A strong command of the English language, both verbal and written is


• A positive attitude and strong attention to detail

• A passion for delivering an awesome customer experience

• Ability to effectively switch between phone calls, and email channels

• Strong experience with using IT helpdesk email ticketing & chat channels

(MS Dynamics, JIRA, WHMCS)

• Minimum 3 years working in a Telco contact center environment with

extensive experience supporting:

  • Consumer hardware configuration (PPP, VoIP, LAN, WiFi, and Port forwarding)
  • Troubleshooting Networking, Wi-Fi, VoIP, and PSTN services
  • Service down
  • Service degraded
  • One way/no audio
  • Audio jitter/static
  • Wireless interference
  • Packet loss

• Configuration of email applications on desktop (Outlook, Macmail,

Thunderbird) and mobiles (iOS, Android)

• General customer PC networking troubleshooting

A fundamental working knowledge of:

• ADSL, VDSL, PSTN and Fibre optic services

• VoIP/SIP services

• WiFi technology

• Hardware

  • Modem/Routers
  • Switches
  • SIP phones/PBX/ATAs (Yealink/Cisco)

• Linux, Windows and MAC operating systems

• Windows command prompt network tools (ping, tracert, ipconfig)

• Web development, hosting, and DNS

• Email hosting and applications (desktop and mobile)

• Experience working in Australasian Telco highly desirable

• Any certification in Networking, VoIP, or Web development desirable but not


Office/Company Address

Country Philippines
Region National Capital Region
City Makati City
Address Emapta - JAKA, Makati, 2/F and 7/F JAKA, Ayala Ave, Legazpi Village, Makati, 1229, Ayala Ave, Makati, 1226 Metro Manila, Philippines
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  • Get work experience
  • Bonus for overtime
  • Be taught first
  • Good work environment

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Company Description

People-oriented, service-driven, and always empowered.

For over a decade, we’ve successfully linked 6000+ skilled professionals and industry starters to our global client organizations by offering international career opportunities and flexible working arrangements through our 15 state-of-the-art offices here in the Philippines.

Our commitment to providing our employees with supportive workspaces and benefits motivates our people to stay with us in the long run. We have built top teams for over 540 clients and established a reputation as a leading provider in the outsourcing industry.

We are celebrating having been recognized by HR Asia as one of the "Best Companies to Work for in Asia" (Philippine Edition) and Philippine Daily Inquirer and Statista named us as one of the Best Employers to Work for in 2023.

Company Info

  • Industry: Call Center/IT-Enabled Services/BPO
  • Company Size: More than 5000 Employees
  • Average Processing Time: 17 days
  • Benefits & Others: Dental, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Emapta Academy, Smart casual, Morning / Mid / Night / Shifting
  • Specific Location: Makati, City
This vacancy is suitable for those of you who live in the following areas: National Capital Region