Help Desk Level 1: Dispatch & Escalation Oversight

Tech Solutions LA Inc.; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Tech Solutions LA Inc. is seeking an experienced IT Help Desk Level 1 Technician with a minimum of 3 years of help desk experience. You will own tickets from intake to resolution and ensure escalations reach Level 2/3 on time.

Responsibilities include remote Level 1 support for Windows, troubleshooting Microsoft 365 apps, managing Active Directory/Entra ID users, basic network checks, and documenting steps clearly in the ticketing system. Strong communication and ownership are essential.

Qualifications

• Minimum 3 years in a help desk or service desk role.
• Strong Microsoft 365 administration fundamentals.
• Experience with Active Directory user management.
• Basic networking knowledge including DNS, DHCP, TCP/IP.
• Experience using remote support tools.
• Strong written and verbal communication skills.
• Ability to manage multiple tickets while maintaining follow through.

Responsibilities

• Provide Level 1 remote support for Windows environments.
• Troubleshoot Microsoft 365 issues (Outlook, Teams, OneDrive, SharePoint, and mailbox).
• Manage user accounts in Active Directory and Entra ID.
• Diagnose printer, VPN, and workstation connectivity issues.
• Perform basic network troubleshooting using ipconfig and ping.
• Document all troubleshooting steps clearly in the ticketing system.
• Escalate issues with complete diagnostics and proper notes.

Skills

Microsoft 365 administration

Active Directory

Networking basics

Remote support tools

Ticketing/documentation

Communication skills

Multitasking

Job description

Tech Solutions LA Inc. is seeking an experienced IT Help Desk Level 1 Technician with a minimum of 3 years of help desk experience. You will own tickets from intake to resolution and ensure escalations reach Level 2/3 on time.

Responsibilities include remote Level 1 support for Windows, troubleshooting Microsoft 365 apps, managing Active Directory/Entra ID users, basic network checks, and documenting steps clearly in the ticketing system. Strong communication and ownership are essential.