IT Associate - Filipinas 1821

Softgic S.; Philippines; On-site; PHP 223,000 - 357,000; Full time

Job summary

Manila Hilton is seeking an IT Associate to serve as the first point of contact for IT support operations on-site, handling Tier 1 issues and ticket management while delivering excellent customer service.

Responsibilities include providing support via phone, chat, and email; creating, documenting, and tracking tickets; troubleshooting Windows desktops, AD, servers, printers, and phones; and guiding users to self-service documentation.

Qualifications

• 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.

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

Excellent English communication

Entry-level IT support

Phone/chat/email support

Windows desktop environments

Active Directory

Microsoft Server products

Microsoft Office (Excel/Word)

Documentation

Customer service

Troubleshooting

Willingness to learn

Tools

Printers

PCs

Job description

Manila Hilton, Philippines | Posted on 08/26/2026

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

Job Description

Work Modality: On-site
Schedule: Monday to Friday, 9:00 AM – 6:00 PM CST (or 8:30 AM – 5:30 PM CST)

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.