IT Helpdesk

MCI; Philippines; On-site; PHP 223,200 - 334,800; Full time

Job summary

MCI is recruiting an IT Helpdesk Specialist in Angeles City, Philippines, to provide customer support across diverse tech environments. The role involves resolving technical issues, troubleshooting, and ensuring smooth operation of IT systems.

The ideal candidate should possess a strong technical background and proficiency in tools like Excel and Five9. MCI offers a dynamic work environment with ample opportunities for career growth.

Qualifications

• Proven experience in an IT helpdesk or technical support role.
• Strong knowledge of hardware, operating systems, and commonly used software applications.
• Proficiency in Excel, Five9, and other data processing tasks.

Responsibilities

• Provide first-level technical support to end-users via phone, email, or in-person.
• Assist users in resolving hardware and software issues.
• Perform routine maintenance tasks, such as software updates and antivirus scans.

Skills

Technical support

Communication skills

Customer service

Troubleshooting

Hardware knowledge

Software knowledge

Education

Associate's degree in Computer Science or Information Technology

Tools

Excel

Five9

Job description

Location

Angeles City, PH

Position Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking a skilled IT Helpdesk Specialist to join our IT support team. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service. As an IT Helpdesk Specialist, you will be responsible for assisting users with technical issues, troubleshooting hardware and software problems, and ensuring the smooth operation of our IT systems.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Position Responsibilities

• Provide first-level technical support to end-users via phone, email, or in-person.
• Assist users in resolving hardware and software issues, including desktops, laptops, printers, and applications.
• Walk users through step-by-step solutions and provide timely resolutions.
• Diagnose and troubleshoot hardware and software problems, identifying root causes and implementing solutions.
• Escalate complex issues to the appropriate IT support teams for further investigation and resolution.
• Perform routine maintenance tasks, such as software updates, antivirus scans, and system optimizations.
• Collaborate with IT teams to ensure the overall health and security of IT systems.
• Maintain accurate records of user issues, resolutions, and troubleshooting steps.
• Update knowledge base articles and documentation to facilitate future issue resolution.
• Provide basic training to end-users on IT systems, applications, and best practices.
• Create and distribute user guides and instructional materials as needed.
• Utilize remote desktop tools to provide support to off-site users.
• Assist users with virtual private network (VPN) connectivity and remote access.
• Assist in the deployment and configuration of new hardware and software.
• Install, upgrade, and configure software applications as needed.
• Promote and enforce IT security best practices among end-users.
• Educate users on phishing threats, password management, and other security concerns.

Candidate Qualifications

• Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience.
• CompTIA (A+, Network+, Server+, and Security+ certifications) and/or Microsoft Certified IT Professional (MCITP) are a plus but not required.
• Proven experience in an IT helpdesk or technical support role.
• Strong knowledge of hardware, operating systems, and commonly used software applications.
• Proficiency in Excel, Five9, and other data processing tasks.
• Demonstrated ability with basic networking and telephony.
• Demonstrated ability to research, plan, document, and execute complex tasks or projects.
• Excellent written and oral communication skills.
• Excellent interpersonal and customer service skills.
• Excellent work ethic and dedication.

Conditions of Employment

All MCI Locations

• Must be authorized to work in the country where the job is based.
• Must be willing to submit up to a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Compensation Details

At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time.

Physical Requirements

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit, stand, or move for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

Diversity and Equality

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.