Desktop Support Technician Tier 1

Helpware; Cebu City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Helpware in Cebu City is seeking a Tier 1 IT Support Technician to be the first line of contact for end-user IT needs across the company. You will troubleshoot hardware, software, and network issues, set up new devices, and maintain high-quality end-user support.

The ideal candidate provides clear communication, strong problem-solving, and a customer-focused approach, with 1+ year in IT support and proficiency in Windows and Microsoft 365. Local candidates preferred.

Qualifications

• 1+ years of experience in IT support, help desk, or a related role.
• Proficiency in Windows 10/11, macOS, and Microsoft 365 applications.
• Basic understanding of networking fundamentals (TCP/IP, Wi‑Fi, VPN, DNS).
• Strong troubleshooting skills for hardware, software, and peripherals.
• Ability to explain technical concepts to non-technical users with patience and clarity.
• Excellent customer service, problem-solving, and communication skills.

Responsibilities

• Monitor infrastructure, alerts, and dashboards (NOC-style); triage, respond to, and upscale incidents per runbooks and SLAs.
• Execute and verify patching and update cycles across servers, endpoints, and third-party applications during maintenance windows.
• Respond to security alerts and events: initial investigation, containment steps, phishing triage, and escalation to senior staff as required.
• Troubleshoot business application issues for end users, from basic how-to questions through advanced diagnostics.
• Provide Level 1–2 end-user support (accounts, access, devices, connectivity, collaboration tools) via ticketing system, chat, and phone.
• Document all work in the ticketing system; create and improve knowledge-base articles and runbooks.
• Hand off open issues cleanly to the U.S. day team with clear status notes.

Skills

Windows 10/11

macOS

Microsoft 365

Networking basics

Troubleshooting

Customer service

Communication

Ticketing systems

Tools

NinjaRMM

Zendesk

Remote Desktop

Active Directory

Group Policy

Job description

Position Summary:

The Tier 1 IT Support Technician will be the first point of contact for IT support, providing technical assistance to end-users across the company. This role involves troubleshooting hardware, software, and network issues, setting up new devices, and ensuring excellent end-user supper. The ideal candidate is a problem-solver with a strong technical foundation and a passion for helping people.

Key Responsibilities

• Monitor infrastructure, alerts, and dashboards (NOC-style); triage, respond to, and upscale incidents per runbooks and SLAs.


• Execute and verify patching and update cycles across servers, endpoints, and third-party applications during maintenance windows.


• Respond to security alerts and events: initial investigation, containment steps, phishing triage, and escalation to senior staff as required.


• Troubleshoot business application issues for end users, from basic how-to questions through advanced diagnostics.


• Provide Level 1–2 end-user support (accounts, access, devices, connectivity, collaboration tools) via ticketing system, chat, and phone.


• Document all work in the ticketing system; create and improve knowledge-base articles and runbooks.


• Hand off open issues cleanly to the U.S. day team with clear status notes.

Qualifications & Skills

Required:

• 1+ years of experience in IT support, help desk, or a related role.


• Proficiency in Windows 10/11, macOS, and Microsoft 365 applications.


• Basic understanding of networking fundamentals (TCP/IP, Wi‑Fi, VPN, DNS).


• Strong troubleshooting skills for hardware, software, and peripherals.


• Ability to explain technical concepts to non-technical users with patience and clarity.


• Excellent customer service, problem-solving, and communication skills.

Preferred:

• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Certified.


• Experience with Active Directory, Group Policy, and remote desktop tools.


• Familiarity with ticketing systems (NinjaRMM, Zendesk, or similar).


• Exposure to logistics, transportation, or warehouse environments is a plus.