End User Support Engineer

De Castro Consulting; Metro Manila; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Certifications support

Flexible scheduling

Job summary

De Castro Consulting in Makati City seeks an End User Support specialist to join our IT team. You will provide first-line support to employees, resolve hardware and software issues, and maintain IT infrastructure.

You will install software, manage user accounts, perform maintenance, train users on security, escalate complex issues, and contribute to knowledge bases. The role offers growth in a dynamic IT environment.

Qualifications

• Experience in end user support or help desk roles.
• Strong knowledge of Windows and/or macOS operating systems.
• Ability to troubleshoot hardware issues including peripherals and printers.
• Experience with ticketing systems and ITSM tools.
• Excellent communication and customer service skills.
• IT certifications such as CompTIA A+ or MS Modern Desktop are preferred.

Responsibilities

• Provide first-line technical support to end users via phone, email, and in-person.
• Troubleshoot and diagnose IT problems including desktop, laptop, printer, and network issues.
• Install, configure and maintain software and operating systems on user devices.
• Create and manage user accounts, email addresses and access permissions.
• Maintain records of support tickets and document resolutions.
• Perform routine system maintenance including software updates, patches, and antivirus management.
• Provide IT training and guidance on security best practices.
• Escalate complex issues to senior IT staff or external vendors.

Skills

Windows

macOS

Troubleshooting

Ticketing systems

Communication

Customer service

IT security practices

Office suite proficiency

Education

CompTIA A+

Microsoft Modern Desktop Administrator

Tools

Printers

Networking devices

ITSM tools

Job description

About the role

De Castro Consulting is seeking an End User Support specialist to join our growing IT team in Makati City, Metro Manila. This is a full-time position that plays a crucial role in delivering exceptional technical support to our end users across the organisation. As an End User Support specialist, you will be the first line of contact for employees experiencing technical difficulties, ensuring minimal disruption to productivity and maintaining high levels of user satisfaction. This role is essential to maintaining our IT infrastructure's smooth operation and directly contributes to the overall success of our business operations.

Key responsibilities

• Provide first-line technical support to end users via phone, email, and in-person, resolving hardware and software issues efficiently
• Troubleshoot and diagnose IT problems, including desktop, laptop, printer, and network connectivity issues
• Install, configure and maintain software applications and operating systems on user devices
• Create and manage user accounts, email addresses and access permissions within the organisation's systems
• Maintain accurate records of all support tickets and document resolutions for future reference
• Perform routine system maintenance, including software updates, patches and antivirus management
• Provide IT training and guidance to users on best practices for system security and proper equipment usage
• Escalate complex technical issues to senior IT staff or external vendors when necessary
• Contribute to the development and maintenance of IT support documentation and knowledge bases

What we're looking for

• Proven experience in end user support, help desk or IT support roles, preferably in a similar corporate environment
• Strong technical knowledge of Windows and/or macOS operating systems
• Proficiency in troubleshooting hardware issues, including peripherals, printers and network devices
• Experience with ticketing systems and IT service management tools
• Excellent communication skills with the ability to explain technical concepts to non-technical users clearly and patiently
• Strong problem-solving abilities and attention to detail
• IT certification such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent industry certification
• Professional customer service orientation with a commitment to delivering high-quality support
• Ability to manage multiple support requests and prioritise effectively in a fast-paced environment
• Knowledge of enterprise software and Microsoft Office suite is advantageous

What we offer

• We offer a competitive salary package commensurate with your experience, comprehensive health and wellness benefits, and opportunities for continuous learning and career development within our dynamic IT team.
• We foster a collaborative and inclusive work environment where your contributions are valued and recognised.
• Additionally, we provide flexible scheduling where feasible, professional development support including training programmes and certification assistance, and a supportive team culture that encourages innovation and collaboration.
• Our commitment to work-life balance means we respect your personal time whilst maintaining the highest standards of technical support delivery.

About us

De Castro Consulting is a leading information and communication technology company dedicated to delivering innovative IT solutions and services to our diverse client base. Founded on principles of excellence, integrity and customer focus, we have established ourselves as trusted partners for organisations seeking reliable technology support and strategic IT guidance. Our team comprises experienced IT professionals committed to staying at the forefront of technology trends and best practices. We pride ourselves on our collaborative culture, our commitment to employee development, and our track record of delivering exceptional outcomes for our clients. Working with us means being part of a forward-thinking organisation where your technical expertise and customer service skills directly impact our success.