It Helpdesk/Msp

Staff4Me; Compostela; On-site; PHP 290,000 - 402,000; Full time

Job summary

Staff4Me in Cebu City, Philippines seeks an IT Helpdesk/MSP professional to provide frontline support to clients via phone, email, chat, and tickets. You will resolve basic workstation, device, email, and network issues and ensure timely responses within SLAs.

The role requires 1–2 years in IT support and a high school diploma (associates preferred). Strong customer service and communication skills are essential; familiarity with ConnectWise, ServiceNow, Zendesk and Microsoft 365 is a plus.

Qualifications

• 1–2 years of IT support or MSP experience.
• Customer service mindset with ability to manage multiple tasks.
• Follow processes with sound judgment and strong communication.
• Basics of Windows/macOS, AD, DNS/DHCP, and networking.
• Experience with ticketing systems: ConnectWise, ServiceNow, Zendesk.

Responsibilities

• Serve as the primary contact for support requests via phone, email, chat, and tickets.
• Troubleshoot and resolve basic IT issues on workstations, devices, printers, and email.
• Address HSIA and network connectivity problems (modems, routers, LAN/WAN).
• Log, categorize, and prioritize tickets to meet SLA targets.
• Provide first-call resolution when possible and escalate when needed.
• Follow SOPs, document issues and resolutions, and support onboarding/offboarding.

Education

High school diploma or equivalent

Associates degree in IT or related field preferred

Tools

ConnectWise

ServiceNow

Zendesk

Microsoft 365 administration

RMM tools

Job description

IT Helpdesk/MSP

Company : Staff4me Job Type : Full Time Cebu City, Philippines

Job Description - IT Helpdesk/MSP

Description

The Tier 1 ITHelpdesk, or MSPSupportAgentprovides high-quality customer service and technical support to clients through multiple communication channels, primarily by phone. Serves as the frontline support for IT and High-Speed Internet Access (HSIA) concerns, ensuringtimelyresolution or escalation of issues while meeting service level agreements (SLAs) andmaintainingoperational efficiency.

Key Responsibilities:

• Serve as the primary point of contact for incoming support requests via phone, email, chat, and ticketing systems
• Troubleshoot and resolve basic technical issues related to:
• Workstations (Windows/Mac)
• Mobile devices
• Printers and peripherals
• Email systems (e.g., Microsoft 365, Google Workspace)
• Internet connectivity and network-related issues, including:
• Modems, routers, NICs, and Wi-Fi connectivity
• LAN/WAN verification and stability (latency, packet loss, traceroute)
• Head-end/server and gateway availability
• Network components (switches, WAPs)
• Verifies in-room or on-site network hardware (CPE, cabling,xDSL, coax, Wi-Fi bridges)
• Assistswith non-PC device connectivity (mobile devices, gaming consoles, PDAs)
• Supports addingnew users/customers and basic service provisioning
• Log, categorize, and prioritize tickets to meet or exceed SLA response and resolution targets
• Perform initial diagnostics and provide first-call resolution whenever possible
• Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with proper documentation
• Follow standard operating procedures (SOPs), runbooks, and knowledge base articles
• Maintaina high levelof professionalism and confidentiality when handling client data
• Assistwith user account management (password resets, access provisioning, permissions)
• Support onboarding and offboarding processes for client users
• Maintainaccuratedocumentation of issues, resolutions, and client interactions
• Monitor system alerts and respond to automated notifications as needed
• Delivering excellent customer service and alwaysmaintaina professional demeanor
• Continuously expand technical knowledge and stay current with MSP tools and best practices

Requirements

Qualifications:

• 1–2 years of experience in IT support, helpdesk, HSIAsupportor MSP environment (preferred)
• High school diploma or equivalent (Associatesdegree in IT or related field preferred)
• Strong customer service mindset with the ability to manage multiple tasks simultaneously
• Ability to follow processes while exercising sound judgment
• Reliable, punctual, and able to work independently or as part of a team
• Strong understanding of basic IT concepts, troubleshooting methodologies, and problem-solving skills
• Basic understanding of:
• Windows and/or macOS operating systems
• Active Directory and user account management
• Networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi)
• Internet/HSIA troubleshooting
• Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk)
• Excellent verbal and written communication skills
• Ability to clearly speak, read, and understand the English language in a professional environment
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment

Preferred Qualifications:

• Experience working in a Managed Service Provider (MSP) and High-speed Internet Access (HSIA) environment
• Familiarity with:
• Microsoft 365 administration
• Remote monitoring and management (RMM) tools
• Basic cybersecurity practices (MFA, endpoint protection)
• Relevant certifications (a plus but notrequired):
• CompTIA A+
• CompTIA Network+
• Microsoft Fundamentals certifications (MS-900, AZ-900)
• ITIL Foundation

Key Competencies:

• Customer-focused mindset
• Strong troubleshooting and analytical skills
• Attention to detail and documentation accuracy
• Ability to follow SOPs and processes
• Team collaboration and willingness to learn
• Time management and organizational skills