The Role
Provide first-line technical support for customers and internal employees: triage and resolve tickets, reproduce and document product issues, perform simple bug fixes under guidance, maintain knowledge base articles, and partner with engineers to reduce repeat issues.
Summary Generated by Built In
This is a remote position. Join one of the Philippines’ fastest-growing tech companies! Open to Philippine-based candidates only.
About Us:
Full Scale is a fully remote-first company that helps businesses build dedicated teams of skilled software engineers. We make finding and retaining experienced software talent easy and affordable.
About the Role:
We are seeking an IT Help Desk Technician to serve as the first line of support for end users and product-related issues. This is an entry-level contract role ideal for someone early in their career who is technical, dependable, and genuinely enjoys solving problems for people. In this role, you will handle customer-facing issues, support straightforward bug fixes, and resolve day-to-day internal IT needs while working in a remote, distributed team.
Key Responsibilities:
- Serve as the first point of contact for incoming support requests, triaging and resolving issues or escalating when needed
- Support customer-facing product issues by reproducing reported problems, documenting them clearly, and resolving or handing them off to engineering
- Work on straightforward bug fixes under guidance and close the loop with the people who reported them
- Provide internal IT support for employee accounts, access and permissions, hardware, software, and connectivity
- Track tickets through resolution and keep status updates, notes, and ownership accurate and up to date
- Write and maintain simple help documentation and internal knowledge base articles for recurring issues
- Partner with support engineers and developers to identify patterns and reduce repeat tickets
Requirements
- Genuine interest in technology and a strong aptitude for troubleshooting; formal experience is welcome but not required
- Clear, patient written and verbal communication skills, with the ability to explain technical concepts to non-technical users
- Comfort using common workplace tools such as ticketing systems, email and account administration tools, and basic command-line or web-based tools
- Strong organizational skills and reliability, with the ability to manage multiple open issues effectively
- Ability to work collaboratively in a remote, distributed team environment
Nice-to-Have Qualifications:
- Prior experience in help desk, technical support, or customer support
- Exposure to web technologies such as HTML, CSS, or basic JavaScript
- Experience reading application logs
- Familiarity with a ticketing or help desk platform such as Zendesk, Freshdesk, or Jira Service Management
Benefits
Why Join Us:
- Fully remote work setup
- Opportunity to grow in a collaborative, distributed team
- Hands-on exposure to customer support, product troubleshooting, and internal IT operations
- Strong entry point for candidates building a career in technical support or support engineering
Skills Required
- Genuine interest in technology and strong aptitude for troubleshooting
- Clear, patient written and verbal communication skills
- Comfort using ticketing systems, email and account administration tools, and basic command-line or web-based tools
- Strong organizational skills and reliability, with ability to manage multiple open issues
- Ability to work collaboratively in a remote, distributed team environment
- Prior experience in help desk, technical support, or customer support
- Exposure to web technologies such as HTML, CSS, or basic JavaScript
- Experience reading application logs
- Familiarity with Zendesk, Freshdesk, or Jira Service Management
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The Company
What We Do
Full Scale is an offshore development company that provides vetted software engineering teams from the Philippines. Founded in 2018, it solves traditional offshoring problems like high turnover and inconsistent quality by employing a full-time employment model and a respect-first culture, helping businesses scale their technical teams with high-quality developers who think like product owners.
