IT Help Desk Specialist

AMTEC GLOBAL SOLUTIONS INC; Taguig; Vor Ort; PHP 469.000 - 670.000; Vollzeit

Benefits dieser Stelle

Attendance incentives

Leave credits 30 per year

HMO coverage for you and dependents

Group life insurance

Weekends off

CSR initiatives

Zusammenfassung

AMTEC GLOBAL SOLUTIONS INC. is seeking an IT Help Desk Support Specialist to provide Level 1-2 technical support across multiple locations.

You will be the first point of contact for incidents via phone, chat, email, and ticketing portals, resolving common issues and guiding end users through troubleshooting. Ideal candidates have 2+ years in IT Help Desk, strong Windows 10/11 and Microsoft 365 knowledge, and experience with MFA, Intune, and Azure AD.

Qualifikationen

• 2+ years in IT Help Desk or similar support role.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience troubleshooting Outlook, browsers, VPNs, printers, and Wi-Fi.
• Familiarity with Active Directory or Entra ID (Azure AD).
• Experience with MFA, password resets, and identity management.
• Familiarity with Intune, MDM, and endpoint-management platforms.
• Experience with IT ticketing/service-management platforms.
• Understanding of ITIL-style incident, request, escalation, and SLA management.
• Basic networking concepts: TCP/IP, DNS, DHCP, VPN, Wi-Fi.

Aufgaben

• Receive and triage support requests via phone, chat, email, and ticketing portals.
• Provide professional end-user support following queues, runbooks, SLAs, and procedures.
• Perform password resets and account unlocks after verification.
• Support MFA enrollment/resets and lost-device recovery; escalate as needed.
• Process new hire, transfers, and terminations based on HR tickets.
• Provide remote troubleshooting for Office 365, browsers, VPN, printers, and Wi-Fi.
• Conduct remote sessions using approved tools with security compliance.
• Install apps via Intune or approved deployment platforms.
• Assist with mobile device enrollment and MDM enforcement.
• Monitor basic infrastructure alerts, backups, and uptime checks.
• Create and escalate tickets for Level 3 issues when required.
• Coordinate with vendors for outages and warranty claims.
• Maintain accurate ticket documentation and follow-up.
• Meet SLA, response, and resolution targets; support senior staff when needed.
• Identify recurring issues and communicate trends to management.

Kenntnisse

Excellent English communication

Ticketing & SLA compliance

Remote troubleshooting

End-user support

Password resets & MFA

Tools

Windows 10/11

Microsoft 365

Microsoft Intune

Azure AD

RMM tools

VPNs

Jobbeschreibung

Who We Are

AtAGSI, we believe people are at the heart of every successful business. Since 2012, we’ve been helping US-based companies build high-performing teams through top-notch and cost-effective business process outsourcing services. With over50 years of combined leadership experience, our co-founders know what it takes to manage teams and hire exceptional talent.

• Mission:To help companies build high-performing teams through world-class Filipino talent.
• Vision:To become the unmatched global choice for BPO services in the country.

When you join us, you become part of a company that values strong partnerships, innovation, and growth; not just for our clients, but for our people too.

What’s in it for You?

We don’t just want you to succeed, we want you to thrive. At AGSI, you’ll enjoy:

• Attendance Incentives and Non-taxable Allowances, because your dedication deserves recognition.
• 30 Leave Credits per Year, giving you generous time off to recharge, travel, or spend with family.
• HMO Coverage for You and Your Dependentswith access to counseling programs to support both health and wellbeing.
• Group Life Insurancefor your peace of mind.
• Regular Work Schedule with Weekends Off, so you can enjoy balance and predictability.
• Great Company Culturewith fun in-office activities, engaging team events, and meaningful CSR initiatives that let you give back to the community.

Here, you won’t just find a job. You’ll find a team that invests in your growth and celebrates your success.

About Our Client

Our client is a leading ophthalmology and eye care organization based in the United States, dedicated to providing comprehensive vision care through advanced medical, surgical, and optical services. Their experienced team of eye care professionals is committed to delivering exceptional patient outcomes by combining clinical excellence with compassionate, patient-centered care.

Serving patients across multiple locations, the organization offers a full spectrum of eye care services, including routine eye examinations, cataract surgery, glaucoma management, retina care, LASIK, and other specialized treatments. They continuously invest in innovative technology and streamlined operational processes to enhance the patient experience while maintaining the highest standards of quality and efficiency.

Position Summary

The IT Help Desk Support Specialist provides Level 1 and Level 2 technical support to client end users across multiple locations and environments. The role serves as the first point of contact for IT incidents and service requests received through phone, chat, email, and ticketing portals.

The specialist is responsible for resolving common technical issues, managing user access and endpoint requests, performing basic infrastructure monitoring, coordinating with vendors, and escalating complex issues to Level 3 engineering teams when necessary.

This position requires strong technical troubleshooting skills, excellent English communication, disciplined ticket documentation, and the ability to follow established client-specific procedures, security policies, and escalation protocols.

Key Responsibilities

• Receive and triage support requests through phone, chat, email, and ticketing portals, categorize incidents, assign priority, and route or escal appropriately.
• Provide professional end-user support while following client-specific greetings, queues, runbooks, SLAs, and escalation procedures.
• Perform password resets and account unlocks after completing required identity verification and authorization procedures.
• Support MFA enrollment, MFA resets, and lost-device recovery, including escalation of privileged/admin users and executives when required.
• Execute approved new hire, employee transfer, and employee termination access requests based on authorized HR or management tickets.
• Provide remote troubleshooting for Microsoft Office/Microsoft 365, browsers, VPN connectivity, printers, Wi-FI, and common workstation issues.
• Conduct remote support sessions using approved RMM/remote-access tools while following security and user-consent requirements.
• Install and deploy approved applications through Intune, RMM, or other authorized software deployment platforms.
• Assist with mobile device enrollment and MDM support, including enforcement of approved device and security policies.
• Perform Level 1 monitoring/NOC functions, including reviewing RMM alerts, system uptime, backup-job failures, and other basic infrastructure alerts.
• Create and elevate tickets for server, network, backup, security, or infrastructure issues requiring Level 3 intervention.
• Perform initial ISP/carrier outage triage and open, track, and follow up on vendor support tickets.
• Coordinate hardware troubleshooting, warranty claims, RMAs, replacement equipment, shipping, courier services, and local hands support.
• Maintain accurate and complete ticket documentation, including troubleshooting performed, user communication, resul tion, escalation, and follow-up.
• Meet established SLA, response-time, resolution-time, ticket-quality, customer-satisfaction, and productivity standards.
• Identify recurring technical problems and escalation trends or potential systemic issues to management or Level 3 engineering.
• Follow all client security, privacy, access-control, and change-management policies.

Required Qualifications

• 2+ years of experience in IT Help Desk, Service Desk, Desktop Support, MSP, or similar technical-support environment.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience troubleshooting Outlook, Office applications, browsers, printers, VPNs, Wi-Fi, and common endpoint issues.
• Familiarity with Active Directory and/or Microsoft Entra ID (Azure AD).
• Experience with password resets, account administration, MFA, and basic identity-management processes.
• Familiarity with Microsoft Intune, MDM, RMM, or similar endpoint-management platforms.
• Experience working with IT ticketing/service-management platforms.
• Understanding of ITIL-style incident, request, escalation, and SLA management.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and ISP connectivity.
• Strong written and verbal English communication skills.
• Ability to communicate technical issues clearly to non-technical users.
• Strong documentation, organization, and follow-through.