IT Associate - Filipinas 1821

SOFTGIC; Pasay; On-site; PHP 279,000 - 424,000; Full time

Job summary

Manila Hilton in Manila, Philippines is seeking an IT Associate to serve as the first point of contact for IT support operations. This role delivers Tier 1 technical support, manages support tickets, and resolves basic issues while ensuring excellent customer experience.

Responsibilities include providing support via phone, chat, and email, documenting tickets, troubleshooting Windows environments, Active Directory, and Microsoft Server products, and assisting Tier 2/3 teams for IT projects.

Qualifications

• Entry-level experience in IT Support, Help Desk, or Tier 1 Support.
• Experience providing customer support via phone, email, or ticketing systems.
• Strong knowledge of Windows Desktop environments, Active Directory, Microsoft Server products, and MS Office (Excel and Word).
• Excellent written and verbal English communication skills.
• Strong documentation and organizational skills.

Responsibilities

• Provide technical support via phone, chat, and email.
• Create, document, and track support tickets.
• Resolve Tier 1 support issues and escalate complex incidents when necessary.
• Perform password resets and basic user account support.
• Troubleshoot Windows computers, mobile devices, printers, and phones.
• Answer general technology-related questions.
• Guide users through self-service documentation and knowledge base resources.
• Create and maintain technical documentation and knowledge base articles.
• Participate in training sessions and assist Tier 2 and Tier 3 teams with IT projects.

Skills

IT Support

Customer Support

Windows OS

Active Directory

Microsoft Server

MS Office

Documentation

Communication

Troubleshooting

Education

Associate's Degree in IT

Tools

Active Directory

Microsoft Server

Windows

Microsoft Office

Ticketing systems

Job description

Manila Hilton, Philippines | Posted on 09/16/2026

• State/Province National Capital Region (Manila)
• Country Philippines

Job Description

About the Role

We are looking for an IT Associate to serve as the first point of contact for IT support operations. This role is responsible for providing Tier 1 technical support, managing support tickets, resolving basic technical issues, and escalating complex cases to higher-level IT teams while delivering an excellent customer experience.

Responsibilities

Provide technical support via phone, chat, and email.

Create, document, and track support tickets.

Resolve Tier 1 support issues and escalate complex incidents when necessary.

Perform password resets and basic user account support.

Troubleshoot Windows computers, mobile devices, printers, and phones.

Answer general technology-related questions.

Guide users through self-service documentation and knowledge base resources.

Create and maintain technical documentation and knowledge base articles.

Participate in training sessions and assist Tier 2 and Tier 3 teams with IT projects.

Requirements

• Excellent written and verbal English communication skills.
  
• Entry-level experience in IT Support, Help Desk, or Tier 1 Support.
  
• Experience providing customer support via phone, email, or ticketing systems.
  
• Strong knowledge of:
  • Windows Desktop environments.
    
  • Active Directory.
    
  • Microsoft Server products.
    
  • Microsoft Office (Excel and Word).
    
• PCs.
  
• Printers.
  
• Strong documentation and organizational skills.
  
• Excellent customer service and communication skills.
  
• Ability to troubleshoot and triage technical issues.
  
• Willingness to learn new technologies and continue professional development.
  

Preferred Qualifications

• Associate's Degree in a technical field.
  
• CompTIA A+ or other technical certifications.