IT Help Desk Pro - Elevate End-User Support & Tech Care

AGSI; Taguig; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Attendance incentives

Leave credits per year

HMO coverage for you and dependents

Group life insurance

Weekends off

Culture & CSR activities

Job summary

AGSI is seeking an IT Help Desk Support Specialist to provide Level 1 and 2 technical support across locations. You’ll resolve common issues, manage user access, and coordinate with vendors while following client procedures and security policies.

Ideal candidates have 2+ years in IT support, strong Windows 10/11 and Microsoft 365 knowledge, experience with MFA, AD/Azure AD, Intune, and ITIL-style incident management. Excellent English required.

Qualifications

• 2+ years in IT Help Desk, Service Desk, or similar role.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience troubleshooting Outlook, browsers, VPNs, printers, and endpoint issues.
• Familiarity with Active Directory / Microsoft Entra ID (Azure AD).
• Experience with password resets, MFA and identity-management basics.
• Familiarity with Intune, MDM, RMM or similar.
• Experience with IT ticketing/service-management platforms.
• Understanding of ITIL-style incident and SLA management.
• Strong English written and spoken communication.
• Ability to explain technical issues clearly to non-technical users.
• Strong documentation and organization.

Responsibilities

• Receive and triage support requests via phone, chat, email, and ticketing portals.
• Provide professional end-user support following greetings, queues, runbooks, SLAs, and escalation procedures.
• Perform password resets and account unlocks after identity verification.
• Support MFA enrollment and resets, plus lost-device recovery.
• Handle new hire, transfers, and terminations access requests per HR tickets.
• Provide remote troubleshooting for Office 365, browsers, VPN, printers, Wi‑Fi, and devices.
• Conduct remote sessions using approved tools while following security policies.
• Install and deploy applications via Intune or other platforms.
• Assist with mobile device enrollment and MDM support.
• Perform Level 1 monitoring/NOC tasks, review RMM alerts and uptime.
• Create and escalate tickets for Level 3 issues as needed.
• Triage ISP outages and manage vendor support tickets.
• Coordinate hardware troubleshooting, RMAs, shipping, and on-site support.
• Maintain thorough ticket documentation and follow-up.
• Meet SLAs, response/resolution times, and productivity standards.
• Identify recurring problems and escalate trends to management.
• Follow client security, privacy, access-control, and change-management policies.

Skills

Windows 10/11

Microsoft 365

Outlook troubleshooting

VPN & network connectivity

Active Directory / Azure AD

Password resets / identity management

ITIL & incident management

English communication

Ticketing systems

Documentation & follow-through

Tools

Intune

MDM

RMM

Azure Entra ID / Entra ID

Job description

AGSI is seeking an IT Help Desk Support Specialist to provide Level 1 and 2 technical support across locations. You’ll resolve common issues, manage user access, and coordinate with vendors while following client procedures and security policies.

Ideal candidates have 2+ years in IT support, strong Windows 10/11 and Microsoft 365 knowledge, experience with MFA, AD/Azure AD, Intune, and ITIL-style incident management. Excellent English required.