IT Help Desk Specialist - Tier 1 Support

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 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.