Desktop Support Specialist

TECEZE; Cebu City; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

TECEZE in the Philippines seeks a Desktop Support Engineer to deliver first- and second-line IT support for desktops, laptops, printers, mobile devices, and Windows-based software across the organization.

You will diagnose hardware and software issues, manage Active Directory and user accounts, handle tickets within SLAs, assist with onboarding, and coordinate with infrastructure and security teams to keep endpoints secure and compliant.

Qualifications

• Bachelor's degree or diploma in Computer Science, IT, or related field, or equivalent practical experience.
• 2+ years of desktop IT support experience.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Hands-on Active Directory and user account administration.
• Basic TCP/IP, DNS, DHCP, VPN, Wi-Fi and networking concepts.
• Experience with hardware, software, printers, and peripherals.

Responsibilities

• Provide first- and second-level support to end users via multiple channels.
• Install, configure, and troubleshoot desktops, laptops, and printers.
• Troubleshoot Windows, Microsoft 365, network, and connectivity issues.
• Create and resolve IT support tickets within SLAs.
• Assist with onboarding/offboarding, hardware provisioning, and account setup.
• Maintain documentation of incidents, resolutions, and procedures.
• Escalate complex issues to appropriate teams when needed.

Skills

Windows 10/11

Microsoft 365

Active Directory

Networking basics

Ticketing systems

Communication skills

Troubleshooting

On-site / hybrid support

Education

Bachelor's degree in CS/IT

Tools

Microsoft Intune

Azure AD

SCCM/MECM

Remote support tools

Job description

We are looking for a skilled and customer-focused Desktop Support Engineer to provide technical assistance to end users and ensure the smooth operation of desktop systems, applications, hardware, and IT infrastructure. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and hands-on experience supporting Windows environments.

Key Responsibilities

• Provide first- and second-level technical support to end users via phone, email, chat, and in person.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, mobile devices, and other IT hardware.
• Troubleshoot Windows operating systems, Microsoft 365 applications, software, network, and connectivity issues.
• Create, manage, and resolve IT support tickets within agreed SLAs.
• Support user account management, password resets, permissions, and access-related issues.
• Troubleshoot Active Directory, Group Policy, DNS, DHCP, VPN, Wi-Fi, and basic networking issues.
• Assist with onboarding and offboarding employees, including hardware provisioning and account setup.
• Deploy and maintain software, security updates, patches, and endpoint configurations.
• Maintain accurate documentation of incidents, resolutions, hardware, software, and IT procedures.
• Escalate complex technical issues to the appropriate infrastructure, security, or application teams.
• Monitor IT equipment and proactively identify recurring issues or potential problems.
• Follow IT security policies and best practices when handling systems, devices, and user information.

Required Skills & Qualifications

• Bachelor's degree/diploma in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 2+ years of experience in Desktop Support, IT Support, Help Desk, or Technical Support.
• Strong knowledge of Windows 10/11 and Microsoft Office/Microsoft 365.
• Hands-on experience with Active Directory and user account administration.
• Basic understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and networking concepts.
• Experience troubleshooting hardware, software, printers, and peripheral devices.
• Familiarity with ticketing/help-desk systems.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple support requests and work effectively under deadlines.

Preferred Skills

• Experience with Microsoft Intune or other endpoint management tools.
• Knowledge of Azure AD / Microsoft Entra ID.
• Experience with SCCM/MECM or software deployment tools.
• Familiarity with remote support tools.
• ITIL or CompTIA A+ certification.
• Experience supporting hybrid or remote work environments.
• Troubleshooting and problem solving
• Time management
• Team collaboration
• Ability to work independently

Job Title: Desktop Support Engineer

Employment Type: Full-time / Contract

Work Location: On-site / Hybrid / Remote