IT Help Desk Associate – Tier 1 Support

Softgic; Manila; On-site; PHP 268,000 - 402,000; Full time

Job summary

Zohorecruit in the Philippines is seeking an IT Associate to be the first point of contact for IT support operations. You will handle Tier 1 issues, manage tickets, and escalate complex cases while delivering an excellent customer experience.

Responsibilities include providing multi-channel support, documenting tickets, password resets, and assisting Tier 2/3 teams on IT projects. Strong English and technical knowledge are required.

Qualifications

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

Responsibilities

• Provide technical support via phone, chat, and email.
• Create, document, and track support tickets.
• Resolve Tier 1 support issues and escalate complex incidents as needed.
• 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

Windows OS

Active Directory

Microsoft Server

Microsoft Office

Customer service

Ticketing systems

Documentation

Troubleshooting

Communication

Education

Associate's Degree in a technical field

Tools

Ticketing systems

Job description

Zohorecruit in the Philippines is seeking an IT Associate to be the first point of contact for IT support operations. You will handle Tier 1 issues, manage tickets, and escalate complex cases while delivering an excellent customer experience.

Responsibilities include providing multi-channel support, documenting tickets, password resets, and assisting Tier 2/3 teams on IT projects. Strong English and technical knowledge are required.