Global IT Help Desk Technician I

CNX; Makati; On-site; PHP 201,000 - 357,000; Full time

Job summary

CNX in Makati City, Philippines is seeking a Technical I, Global Service Desk to provide frontline IT support to employees across regions. You will respond to requests via phone, email, chat, and ticket, troubleshoot desktops and mobile devices, and ensure secure access to corporate systems.

The role requires solid knowledge of Windows and macOS, Office 365, Active Directory, and remote access tools, plus excellent English communication and a customer-centric approach.

Qualifications

• Experience in IT help desk or service desk.
• Strong knowledge of Windows and macOS.
• Familiarity with Microsoft 365, Active Directory, and remote access tools.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Outstanding communication skills, English proficiency, with a customer-centric attitude.
• Ability to work in a fast-paced, global environment and manage multiple priorities.
• Complete all assigned, mandatory training within the timeframe provided

Responsibilities

• Provide Technical Support: Respond to incoming support requests via phone, email, chat, and ticket, addressing IT issues and inquiries for employees across the company regions.
• Troubleshoot and Resolve Issues: Diagnose and solve common technical problems related to desktops, laptops, mobile devices, printers, VPN, Access related concerns and company-specific applications.
• Manage User Accounts: Handle user access, including password resets, account creation, and permissions management for various systems (e.g., Active Directory, O365, VPN).
• Document and Track: Accurately log all support interactions and resolutions in our ticketing system.
• Escalate Problems: Escalate complex or unresolved issues to next level of support or other specialized teams, ensuring a smooth transition and follow-up.
• Maintain Knowledge Base: Contribute to and maintain our internal knowledge base with up-to-date solutions, guides, and best practices.
• Collaborate with Teams: Work closely with other IT teams to ensure a consistent and effective support process.

Skills

IT help desk

Windows

macOS

Office 365

Active Directory

Remote access

Communication skills

Customer focus

Tools

Ticketing system

VPN access

Job description

CNX in Makati City, Philippines is seeking a Technical I, Global Service Desk to provide frontline IT support to employees across regions. You will respond to requests via phone, email, chat, and ticket, troubleshoot desktops and mobile devices, and ensure secure access to corporate systems.

The role requires solid knowledge of Windows and macOS, Office 365, Active Directory, and remote access tools, plus excellent English communication and a customer-centric approach.