24/7 Level 1 Helpdesk Agent | Incident & Tech Support

SMS Global Technologies Inc.; Eastern Manila District; Hybrid; PHP 240,000 - 420,000; Full time

Job summary

SMS Global Technologies Inc. in Metro Manila is seeking a 24x7 Helpdesk specialist to provide Level 1 support via phone, email, and ticketing systems, log incidents, and escalate when needed.

The role requires basic networking knowledge (TCP/IP, DNS, DHCP, VLANs), Windows OS, and strong communication. Fresh graduates welcome; shift rotations include weekends and holidays in a hybrid work arrangement.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or a related field.
• Fresh graduates are welcome to apply; internships or project experience is a plus.
• Candidates with at least 1 year of experience in Helpdesk/Service Desk/Technical Support/NOC preferred.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs, routing).
• Windows OS and common IT applications understanding.
• Incident and ticket management processes.
• Strong analytical and troubleshooting skills.
• Good written and verbal communication.
• Customer-oriented with ability to work with various stakeholders.
• Willingness to work 24x7 rotating shift, including weekends/holidays.
• Willingness to report to the office as part of hybrid work arrangement.

Responsibilities

• Provide 24x7 Level 1 technical support through phone, email, and ticketing systems.
• Monitor network, system, and infrastructure alerts and perform initial troubleshooting.
• Receive, log, categorize, prioritize, and track incidents and service requests.
• Perform basic troubleshooting of hardware, software, and network issues.
• Escalate complex incidents to Level 2/3 per procedures.
• Ensure timely escalation of critical incidents to minimize impact.
• Monitor tickets and ensure timely updates in line with SLA.
• Coordinate with technical teams, vendors, and clients during resolution.
• Provide regular status updates to clients and internal stakeholders.
• Participate in incident monitoring and maintenance activities.
• Prepare shift turnover reports and ensure handover.
• Identify recurring issues and escalate for problem management.
• Maintain professionalism and customer service.

Skills

Troubleshooting skills

Customer service

Communication skills

Attention to detail

Work under pressure

Team collaboration

Education

Bachelor’s degree in IT/CS/CE/Electronics Eng

Tools

Ticketing systems

Windows OS

Networking basics

DNS/DHCP/VLANs

Job description

SMS Global Technologies Inc. in Metro Manila is seeking a 24x7 Helpdesk specialist to provide Level 1 support via phone, email, and ticketing systems, log incidents, and escalate when needed.

The role requires basic networking knowledge (TCP/IP, DNS, DHCP, VLANs), Windows OS, and strong communication. Fresh graduates welcome; shift rotations include weekends and holidays in a hybrid work arrangement.