24/7 IT Helpdesk Specialist - Windows, VPN & Endpoints
Hammerjack Pty Ltd
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Job summary
Hammerjack Pty Ltd in the Philippines is seeking a Tier 1 Service Desk Specialist to resolve end-user incidents related to hardware, software, and network connectivity in a 24/7 support environment.
You will manage incidents via ticketing systems, provide initial troubleshooting for Windows, macOS, printers, LAN/WAN, VPN, and Microsoft apps, and escalate when needed while documenting steps and contributing to knowledge base articles.
Qualifications
- High school diploma required.
- Minimum of two years in IT support or service desk.
- Experience with Windows, macOS, printers, LAN/WAN, VPN, and Microsoft applications.
- Strong troubleshooting skills and the ability to prioritize tickets.
- Ability to work in a 24x7 or on-call environment.
- Clear written and verbal English communication.
Responsibilities
- Receive and manage incidents through ticketing systems, service portals, email, and phone.
- Diagnose and resolve Tier I issues across Windows, macOS, printers, LAN/WAN, VPN, and mobile devices.
- Escalate complex incidents to Tier II or appropriate teams when needed.
- Install, configure, and maintain hardware and software.
- Create and maintain Knowledge Base articles.
- Meet SLAs and KPIs.
- Collaborate with IT teams and stakeholders to resolve issues.
Skills
Education
Tools
Job description
Hammerjack Pty Ltd in the Philippines is seeking a Tier 1 Service Desk Specialist to resolve end-user incidents related to hardware, software, and network connectivity in a 24/7 support environment.
You will manage incidents via ticketing systems, provide initial troubleshooting for Windows, macOS, printers, LAN/WAN, VPN, and Microsoft apps, and escalate when needed while documenting steps and contributing to knowledge base articles.
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