Frontline IT Support Specialist (Tier 1) - Onboarding

Bold Business; Makati; Sur place; PHP 240 000 - 420 000; Plein temps

Résumé du poste

Bold Business in Manila is seeking a Tier 1 IT Support Specialist to serve a global workforce. You will handle initial triage, basic troubleshooting, and standard access requests across core tools, escalating complex issues to Tier 2 while maintaining clear ticket documentation.

You will work with Microsoft 365 and Google Workspace, with growth toward security tools (Zscaler), RMM platforms, and VOIP systems. Strong communication and a customer-first mindset are essential.

Qualifications

• Basic understanding of Windows and macOS administration.
• Experience with Microsoft 365 and Google Workspace administration.
• Strong troubleshooting skills and runbook usage.
• Excellent written and verbal communication with a user-first approach.

Responsabilités

• Serve as the primary contact for end-users via ticketing, email, and VOIP.
• Log, categorize, and prioritize tickets in Jira Service Management.
• Perform initial troubleshooting using runbooks and guided diagnostic steps.
• Aim to resolve common Level 1 issues on first contact when possible.
• Document all symptoms, steps, and resolutions in ticket records.
• Assist with onboarding/offboarding hardware and asset handling (10+ assets per month).
• Guide users through self-service steps and connectivity checks.
• Log hardware details in IT asset management tools such as Snipe-IT.

Connaissances

Technical knowledge

Problem solving

Customer service

Growth mindset

Outils

Jira Service Management

Snipe-IT

Microsoft 365

Entra ID (Azure AD)

Google Workspace

Intune

Zscaler

RMM platforms

VOIP systems

Description du poste

Bold Business in Manila is seeking a Tier 1 IT Support Specialist to serve a global workforce. You will handle initial triage, basic troubleshooting, and standard access requests across core tools, escalating complex issues to Tier 2 while maintaining clear ticket documentation.

You will work with Microsoft 365 and Google Workspace, with growth toward security tools (Zscaler), RMM platforms, and VOIP systems. Strong communication and a customer-first mindset are essential.