It Helpdesk Engineer

Outsource Accelerator; Metro Manila; Remoto; PHP 260.000 - 380.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote

Exposure to UK clients

Descrizione del lavoro

Outsource Accelerator is hiring a Junior Helpdesk Engineer to support UK clients remotely. You will provide first-line IT support for Windows 10/11, Microsoft 365, and AD tasks while learning new technologies.

The role requires UK-hour availability (8:30am–5:30pm) with a fully remote setup and a focus on up-time, documentation, and customer service. Ideal candidates are team players who can work independently, absorb information quickly, and handle endpoint security, networking basics, and

Competenze

• Experience delivering first-line IT support in Windows environments.
• Familiarity with Microsoft 365 administration and mailbox issues.
• Ability to manage user accounts in Active Directory with security best practices.
• Knowledge of basic networking and printer support.
• Comfort working in a fully remote setup supporting UK clients.

Mansioni

• Provide first-line technical support via phone, email and remote tools.
• Diagnose and resolve Windows desktop and Office-related issues.
• Assist with Microsoft 365 user issues including Outlook and OneDrive.
• Manage AD user accounts, passwords and permissions per security best practices.
• Support Exchange and Microsoft 365 administration tasks and mailbox configuration.
• Set up and maintain Windows desktops and peripherals; troubleshoot antivirus alerts.
• Handle basic network troubleshooting (Wi‑Fi, DNS, IP) and printer networking.
• Support Apple devices (macOS, iPhone, iPad) connectivity and email config.
• Escalate complex issues to second-line engineers and document steps taken.

Conoscenze

Customer service

Team player

Quick learner

Remote work capability

Strumenti

Windows 10/11

Microsoft 365

Active Directory

Exchange

Windows Server

Azure AD / Entra ID

Mac OS devices

Remote access software

Descrizione del lavoro

About The Role

We are looking for a Junior helpdesk engineer. The person applying for this role should be a team player but also be able to work on their own initiative. Our working hours are 8:30am UK to 5:30pm UK with an hour lunch break; our client's environment and up-time being of critical importance. The technologies we use and support are varied, and thus we are looking for a person that can absorb information and learn new things quickly.

Technical Skills

• Microsoft Windows 10 & 11 administration and troubleshooting
• Microsoft 365 (Office, Outlook, Teams, One Drive) support and administration
• Active Directory user management (password resets, account creation, permissions, group membership)
• Basic Microsoft Exchange and Microsoft 365 administration
• Windows Server fundamentals
• Azure Active Directory / Microsoft Entra ID basics
• Desktop application support including Microsoft Office and Adobe Acrobat
• Malware, antivirus and endpoint security troubleshooting
• Remote support using remote access software
• Basic TCP/IP networking, LAN/WAN, Wi-Fi troubleshooting and printer support
• Apple mac OS and i Phone/i Pad user support
• Hardware diagnostics, upgrades and peripheral installation
• Customer service and ticket management
• Documentation and knowledge base creation

Key Responsibilities

• Provide first-line technical support to users via phone, email and remote support tools.
• Diagnose and resolve Windows desktop, Microsoft Office and application-related issues.
• Support Microsoft 365 users with Outlook, Teams, One Drive and password-related issues.
• Create, modify and disable user accounts within Active Directory while maintaining security best practices.
• Assist with Microsoft Exchange and Microsoft 365 administration tasks including mailbox configuration and permissions.
• Install, configure and maintain Windows desktops, laptops and peripheral devices.
• Investigate antivirus alerts and malware-related issues using endpoint protection software.
• Perform basic network troubleshooting including Wi-Fi connectivity, DNS, IP configuration and printer networking.
• Support Apple devices including mac OS, i Phone and i Pad connectivity and email configuration.
• Escalate complex technical issues to second-line engineers while documenting troubleshooting steps and resolutions.
• Maintain accurate support records and communicate progress clearly to end users.
• Work independently to prioritise workload while collaborating with senior engineers to meet service targets.

Professional Profile

A motivated and customer-focused IT professional with experience providing first-line technical support across Windows environments and Microsoft 365. Confident troubleshooting desktop, networking and user account issues while delivering excellent customer service. A quick learner with a strong interest in Microsoft technologies, cybersecurity and cloud services, able to work independently in a fully remote environment while collaborating effectively with technical teams. Currently we do not have a PSA / RMM solution. We have a custom AI helpdesk and use Go To Technologies for remote access.

Working Conditions

• Fully remote supporting UK clients
• Mon - Fri
• UK hours