IT Support Technicican

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

Position Overview

The Support Technician plays a critical role in ensuring smooth IT operations across Five9’s offices and remote workforce. This position provides End-user IT support for the San Ramon office and remote users across North America, APAC, EMEA, and India, while also participating in global IT projects. You will interface with end-users across all business units and assist IT teams in troubleshooting issues related to systems, applications, and connectivity.Key Responsibilities

• Serve as the first point of contact for IT support requests via Service Desk calls, tickets, and walk-ups, following documented processes and escalation procedures.
• Provide IT troubleshooting for hardware, software, peripherals, and enterprise applications across global offices and remote users.
• Manage ticketing systems, ensuring timely resolution and proper escalation of issues.
• Perform password resets, account provisioning, and remote assistance for end-users.
• Administer and support enterprise-level solutions for managing computing devices within the Five9 global environment.
• Troubleshoot, research, diagnose, and document technical issues involving client systems, VPN, and network connectivity.
• Support and maintain laptops, desktops, mobile devices (iOS/Android), printers, and A/V systems for onsite and remote employees.
• Assist with IT purchasing hardware and software as needed.
• Participate in developing and implementing standard operating procedures and customer service guidelines for IT support.
• Collaborate on global IT projects and initiatives with colleagues across Five9 sites.
• Provide occasional off-hours support, including evenings and weekends.
• Perform other related duties as assigned.

Qualifications

• Experience: 1–2 years in IT support, helpdesk, or customer service roles; enterprise-level experience preferred.
• Hands-on experience with Windows/Mac OS, Microsoft Office, remote support tools, and ticketing systems.
• Familiarity with Active Directory for user, group, and policy administration.
• Understanding of network concepts (wired/wireless) and protocols.
• Strong problem-solving skills with the ability to follow documented processes and adapt solutions.
• Excellent written and verbal communication skills for interacting with technical and non-technical users.
• Ability to work independently or in a team on moderately complex assignments.
• Formal training or certifications (e.g., CompTIA A+, Network+, ITIL) are a plus.
• Experience with device management tools, JAMF, SaaS applications, and mobile device support is a plus.
• Microsoft certifications are a plus.

What We’re Looking For

• Early-career professionals with practical job knowledge and a willingness to learn.
• Individuals can handle routine tickets independently and escalate complex issues promptly.
• Team players who thrive in a fast-paced environment and demonstrate ownership of tasks.
• Ability to learn quickly, adapt to change, and maintain attention to detail.
• Creativity and resourcefulness in problem-solving.

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^thmonth pay, Solo parent leave, Special leave for women)