IT Help Desk Specialist — Rapid End-User Tech Support

AMTEC GLOBAL SOLUTIONS INC

Taguig

On-site

PHP 469,000 - 670,000

Full time

3 days ago

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Benefits offered by this job

Attendance incentives

Leave credits 30 per year

HMO coverage for you and dependents

Group life insurance

Weekends off

CSR initiatives

Job summary

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.

Qualifications

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.

Responsibilities

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.