Help Desk Support Technician

Office Beacon LLC; Central Luzon; Remote; PHP 300,000 - 550,000; Full time

Benefits offered by this job

Remote work option

Job summary

Office Beacon LLC is seeking a Help Desk Support Technician to join our remote IT support team. You will handle Tier 1/2 issues, troubleshoot software, accounts, and OS problems, and assist users via written, calls, and video.

The role emphasizes strong communication, independence, and experience with Google Workspace, identity management, and various MDM/RMM tools to resolve issues and maintain security standards.

Qualifications

• 2+ years of professional IT Support/Help Desk experience.
• Experience providing remote technical support.
• Knowledge of Google Workspace administration and user provisioning.
• Strong written and verbal English communication skills.
• Ability to explain technical solutions to non-technical users.
• Experience with security tasks like MFA and identity management.

Responsibilities

• Provide Tier 1/2 remote IT support and resolve tickets.
• Troubleshoot software, accounts, and OS issues on Windows/macOS.
• Communicate troubleshooting steps clearly via written, calls, and video.
• Remotely administer devices using RMM/MDM tools.
• Follow up on tickets to ensure timely resolution.
• Assist with access management and permissions workflows.
• Contribute to SOPs and knowledge-base articles.
• Escalate complex issues while owning user communication.

Skills

Remote IT support

Troubleshooting

Google Workspace

User provisioning/Access mgmt

Clear communication

English proficiency

Independence with priorities

Education

Associate's degree in IT

CompTIA A+ certification

Tools

Google Admin Console

Microsoft 365 Admin

Hexnode

Jamf

Okta

NinjaOne

RMM/MDM platforms

Job description

We are looking for a Help Desk Support Technician who combines strong technical troubleshooting skills with excellent communication and customer service.

In this role, you will be the first point of contact for IT-related concerns, providing remote support to users through tickets, calls, video meetings, and remote support tools. You will troubleshoot software, account access, devices, operating systems, and other technology concerns while ensuring users receive clear and professional assistance.

What You’ll Do

• Provide Tier 1 and Tier 2 remote IT support and resolve incoming service desk tickets
• Troubleshoot software, applications, user accounts, access issues, and operating system concerns across Windows and macOS
• Provide technical assistance through written communication, phone calls, and video meetings
• Remotely troubleshoot and administer user devices using RMM, MDM, and identity-management tools
• Follow up on tickets to ensure timely and complete resolution
• Provision user accounts, manage permissions, and support access requirements
• Assist with security-related tasks involving MFA, access control, endpoint protection, patching, and identity management
• Document troubleshooting steps and resolutions and contribute to internal SOPs and knowledge-base documentation
• Escalate complex issues appropriately while maintaining ownership and communication with the user

What We’re Looking For

Required:

• At least 2 years of professional IT Support, Help Desk, or Service Desk experience
• Experience providing remote technical support
• Hands-on experience troubleshooting real-world technical issues rather than relying solely on basic ticket routing
• Working knowledge of the Google Admin Console / Google Workspace administration
• Experience with user account provisioning, permissions, and access management
• Strong troubleshooting and problem-solving skills
• Ability to explain technical solutions clearly to non-technical users
• Excellent written and verbal English communication skills
• Ability to work independently and prioritize multiple support requests
• Professional and composed when handling urgent or escalated issues

Experience With These Tools Is a Strong Advantage

• Microsoft 365 / Office 365 Admin
• Hexnode
• Jamf
• Okta
• Atera
• Syncro
• Other MDM, RMM, or identity-management platforms

The role specifically requires experience with remote device and identity administration through platforms such as Hexnode, Intune, Jamf, or Okta, as well as RMM tools such as NinjaOne or comparable platforms

Qualifications:

An Associate's degree in IT or a related field, or equivalent professional experience, is preferred. CompTIA A+ or an equivalent technical certification is an advantage.