IT Help Desk Specialist - Tier 1 Support

Softgic S.

Philippines

On-site

PHP 223,000 - 357,000

Full time

14 days+

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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.