24/7 IT Service Desk Specialist – Tier 1 Support

Connext

Angeles

On-site

PHP 223,000 - 357,000

Full time

2 days ago

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Job summary

Connext in Angeles, 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, diagnose Tier I issues, and escalate when needed.

The role requires at least two years in IT support, strong troubleshooting skills, and clear English communication. Associates degree or high school diploma acceptable; hospital/healthcare experience is a

Qualifications

Two years of IT support or service desk experience.
Experience supporting Windows and endpoint devices.
Strong troubleshooting skills in hardware, software, and network connectivity.
Ability to prioritize tickets and meet service-level agreements.
Ability to work in a 24x7 or on-call support environment.
Clear and coherent written and verbal English communication.

Responsibilities

Receive and manage incidents through ticketing systems, service portals, email, and phone.
Diagnose and resolve Tier I issues involving Windows, macOS, printers, LAN/WAN, VPN, and mobile devices.
Provide troubleshooting support for Microsoft applications and endpoint devices.
Escalate complex incidents to Tier II or appropriate teams when necessary.
Install, configure, and maintain computer hardware and software systems.
Perform minor hardware repairs and equipment setup.
Assist users with application support and system navigation.
Perform basic systems administration tasks for end-user computing environments.
Monitor systems and support infrastructure to ensure stability.
Participate in system upgrades and implementations.
Document incidents, resolutions, and troubleshooting steps accurately.
Create and maintain Knowledge Base articles.
Adhere to IT Asset Management (ITAM) policies and procedures.
Meet departmental KPIs and service-level expectations.
Collaborate with internal IT teams and stakeholders to resolve recurring issues.
Support IS project initiatives as assigned.
Contribute to continuous improvement and professional development plans.