Deskside Support Technician

Sharp Brains; Philippines; On-site; PHP 180,000 - 240,000; Full time

Job summary

Sharp Brains in Taguig, Philippines, seeks a Desk-side Support Technician level 1 on a B2B/Freelance basis. The role covers incident handling, desktop imaging, and end-user device administration in a corporate IT environment.

You will provide deskside and remote support for desktops, laptops, printers, and peripherals; manage tickets in ServiceNow; and ensure security policies and asset inventories are maintained.

Qualifications

• First-level desktop and laptop support experience.
• Familiar with incident handling and ticketing workflows.
• Proficient in Windows OS configurations and Office apps.
• Understanding of ITIL-based incident and request management.

Responsibilities

• Provide first-level technical support for desktops and peripherals.
• Respond to incidents and requests within defined SLAs.
• Perform basic IMAC activities for end-user devices.
• Install and support Windows OS, Office apps, and Outlook.
• Assist with password resets and AD account issues.
• Offer deskside and remote support for devices and printers.
• Log and track incidents in ServiceNow or similar tools.
• Assist with imaging, software installs, and asset deployment.
• Support VPN, Wi-Fi, email configuration, and network troubleshoots.
• Maintain asset inventory and update documentation.
• Ensure IT security policy compliance and antivirus updates.
• Deliver professional support with timely ticket closure.
• Follow ITIL guidelines for incidents, requests, and escalations.

Skills

Deskside support

Windows OS

Active Directory

VPN access

ITIL practices

Customer service

Tools

ServiceNow

ITSM tools

Job description

Skill Set: Deskside Support Technician level 1

Location: Taguig, Philippines

Contract: B2B/Freelance

Roll Type: FTE

Language: English & Local Language

Key Responsibilities:

• 1. Provided first-level technical support for desktop and laptop hardware, software, and peripheral-related issues.
• 2. Responded to and resolved incidents and service requests through ticketing systems within agreed SLAs.
• 3. Performed basic IMAC (Install, Move, Add, Change) activities for end-user devices and workstations.
• 4. Installed, configured, and supported Windows operating systems, Microsoft Office, Outlook, and standard business applications.
• 5. Assisted users with password resets, account unlocks, and basic Active Directory user account administration.
• 6. Provided deskside and remote support for desktop, laptop, printer, scanner, and other peripheral devices.
• 7. Logged, updated, tracked, and documented incidents using ServiceNow or similar ITSM tools, escalating unresolved issues to higher support teams when required.
• 8. Assisted with desktop imaging, software installation, system configuration, and asset deployment following IT procedures.
• 9. Supported VPN connectivity, Wi-Fi access, email configuration, and basic network connectivity troubleshooting.
• 10. Maintained accurate asset inventory records and updated technical documentation for incidents and service requests.
• 11. Ensured compliance with IT security policies, antivirus updates, and standard desktop support procedures.
• 12. Delivered courteous and professional customer support while providing timely updates and following up to ensure ticket closure.
• 13. Followed ITIL best practices for Incident Management, Service Request Management, and escalation procedures in a corporate IT environment.