Frontline IT Support Specialist (Level 1)

ESOL IT SERVICES INC.; Quezon City; Presencial; PHP 250.000 - 420.000; Jornada completa

Descripción de la vacante

ESOL IT SERVICES INC. in Manila region seeks an IT Service Desk Analyst to provide first-level technical support to end users, handling incidents and service requests with a focus on customer service.

You will troubleshoot Windows/365, VPN, AD, password issues, and collaborate with global teams to resolve issues within SLA. This role offers growth in a fast-paced managed services environment and requires clear communication in English.

Formación

• Bachelor's Degree in IT/CS or related field.
• 1–2 years IT service desk or help desk experience.
• Experience with enterprise ticketing systems.
• Strong English communication skills.
• Experience supporting enterprise users in corporate or managed services.

Responsabilidades

• Provide Level 1 technical support via phone, email, chat, and ticketing.
• Log, categorize, prioritize, troubleshoot, and resolve incidents.
• Troubleshoot Windows OS, M365, Outlook, Teams, VPN, AD, password resets, and hardware.
• Escalate complex issues to appropriate teams.
• Monitor ticket queues and SLA adherence.
• Document troubleshooting steps and incident details.
• Provide timely updates to users on incident status.
• Maintain high customer satisfaction through professional support.

Conocimientos

Troubleshooting

Analytical thinking

Communication

Ticketing systems

Customer service

Educación

Bachelor's degree in IT/CS

Herramientas

ServiceNow

Remedy

Jira

Zendesk

Descripción del empleo

ESOL IT SERVICES INC. in Manila region seeks an IT Service Desk Analyst to provide first-level technical support to end users, handling incidents and service requests with a focus on customer service.

You will troubleshoot Windows/365, VPN, AD, password issues, and collaborate with global teams to resolve issues within SLA. This role offers growth in a fast-paced managed services environment and requires clear communication in English.