Helpdesk Technician - First-Line IT Support

Qualfon Philippines, Inc.; Philippines; On-site; PHP 180,000 - 240,000; Full time

Job summary

Qualfon Philippines, Inc. is seeking a Technician, Helpdesk to serve as the primary contact for on-site and remote users. You will provide first-line support for PCs, printers, software, and networking, translating technical details into clear guidance and ensuring adherence to IT, Facilities, and Helpdesk procedures.

The role focuses on customer service, effective communication, and collaboration with IT and facilities teams to resolve issues quickly and maintain service levels.

Qualifications

• Strong foundation in PC hardware and peripherals.
• Working knowledge of Microsoft Windows OS.
• Proficiency with desktop application software.
• Basic networking components knowledge.
• Excellent verbal and written communication.

Responsibilities

• Serve as single point of contact for on-site and remote users.
• First line of defense for technical incidents and service requests.
• Ensure compliance with IT, Facilities, and Helpdesk policies.
• Provide timely first-level support across departments.
• Translate technical jargon into clear user-friendly language.
• Maintain strong customer service standards and interpersonal skills.
• Deliver first-level support for PCs, hardware, software, and Ethernet networking.
• Troubleshoot networked and standalone printers.
• Address basic network connectivity, TCP/IP, and mobile devices.
• Coordinate with tier-2/3 resolution groups.
• Monitor system alerts using SolarWinds Orion.
• Manage global OPSCON escalation protocols during outages.
• Collaborate with internal teams to ensure service desk delivery.
• Log all incoming helpdesk calls and emails.
• Maintain tickets within SLAs with accuracy.

Skills

PC hardware

Windows OS

Networking basics

Troubleshooting

Education

Information Technology degree

Job description

Qualfon Philippines, Inc. is seeking a Technician, Helpdesk to serve as the primary contact for on-site and remote users. You will provide first-line support for PCs, printers, software, and networking, translating technical details into clear guidance and ensuring adherence to IT, Facilities, and Helpdesk procedures.

The role focuses on customer service, effective communication, and collaboration with IT and facilities teams to resolve issues quickly and maintain service levels.