Job Title: L1 Support & Admin Assistant

Location: Manila, Philippines (Hybrid)

 Team: Operations

 Reports to: Implementations Manager

 Employment Type: Full-Time | Shifting Schedule (Including Night Shifts)Role

Summary:

• The L1 Support & Admin Assistant plays a dual role in the OneLink Operations team: providing front-line technical support to users of the OneLink Automated Fare Collection System (AFCS) and assisting with operational admin tasks during periods of low ticket activity. This role ensures timely resolution of basic issues (L1), accurate ticket triaging, and supports the broader operations team with documentation, data entry, and coordination tasks. Ideal for individuals who are organised, tech-savvy, and capable of working flexible hours - including night shifts. Night differential will be automatically included on top of the offered salary.

Key Responsibilities:

L1 Technical Support:

• Respond to support tickets related to validator, CMS, or back-office issues via email, chat, or calls.
• Diagnose and resolve common hardware and software problems, escalating to L2 or L3 as needed.
• Monitor device syncing, transaction logs, and system performance across live deployments.
• Ensure all tickets are logged with complete and accurate information, following triage protocols.
• Maintain service levels and response time compliance as per SLA guidelines.

Admin Support & Operations Assistance:

• Assist in preparing deployment documents, daily reporting summaries, or stock reconciliation logs.
• Conduct data entry, tracker updates, and support forms management for internal teams.
• Help compile performance metrics, ticket analytics, or SOP documentation during downtime.
• Coordinate with field staff and analysts to support rollout scheduling and issue follow-ups.

Qualifications & Experience:

• Four year course Bachelor's degree graduate; Computer Science, Computer Engineering, IT.
• Male or Female.
• Preferably residing within NCR.
• 1–2 years of experience in customer support, technical support, or admin coordination.
• Strong verbal and written communication skills (Tagalog & English).
• Comfortable using ticketing tools (e.g., Jira, Zendesk), Google Workspace, and Excel/Sheets.
• Basic technical troubleshooting knowledge (mobile devices, software apps, connectivity).
• Highly organised, process-driven, and reliable under minimal supervision.

Preferred:

• Experience in transport, tech support, or operations environments.
• Willingness to work night shifts, weekends, or shifting schedules as needed.
• Familiarity with AFCS systems, POS devices, or CRM tools is a plus