IT Helpdesk/MSP

CallTek, Inc.; General Santos; On-site; PHP 180,000 - 240,000; Full time

Job summary

CallTek, Inc. is seeking a Tier 1 IT Helpdesk Specialist to deliver frontline support for MSP HSIA environments. You will handle phone, email, chat and ticketing, troubleshoot basic issues on Windows/Mac, printers, and email systems, and ensure SLA targets are met.

You will document problems, escalate complex cases, follow SOPs, and maintain confidentiality while assisting with user accounts and onboarding. Knowledge of ConnectWise, ServiceNow or Zendesk is a plus.

Qualifications

• 1–2 years of experience in IT support, helpdesk, HSIA support or MSP environment.
• High school diploma or equivalent; associates preferred.
• Strong customer service mindset with the ability to manage multiple tasks.
• Ability to follow processes with sound judgment.
• Reliable, punctual, and able to work independently or as part of a team.
• Strong understanding of basic IT concepts, troubleshooting, and problem solving.
• Knowledge of Windows and/or macOS, Active Directory, networking fundamentals, and HSIA troubleshooting.
• Experience with ticketing systems such as ConnectWise, ServiceNow, Zendesk.

Responsibilities

• Serve as the primary contact for support requests via phone, email, chat, and tickets.
• Troubleshoot and resolve basic technical issues on workstations, mobile devices, printers.
• Handle email systems (Microsoft 365, Google Workspace) and connectivity issues.
• Verify LAN/WAN stability and assist with CPE/network hardware checks.
• Log, categorize, and prioritize tickets to meet SLA targets.
• Escalate complex issues to Tier 2/3 with proper documentation.
• Follow SOPs and maintain client data confidentiality.
• Assist with user account management and onboarding/offboarding.
• Maintain accurate documentation of issues and resolutions.
• Monitor system alerts and provide first-call resolution when possible.
• Deliver excellent customer service and stay current with MSP tools.

Skills

Customer service mindset

Multitasking

Process adherence

Problem solving

Communication skills

Time management

Documentation accuracy

Team collaboration

Independent work

English proficiency

Education

High school diploma or equivalent

Associates degree in IT or related field preferred

Tools

ConnectWise

ServiceNow

Zendesk

Microsoft 365

Job description

The Tier 1 ITHelpdesk, or MSPSupportAgent provides 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, ensuring timely resolution or escalation of issues while meeting service level agreements (SLAs) and maintaining operational 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)

• Assists with non-PC device connectivity (mobile devices, gaming consoles, PDAs)

• Supports adding new 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

• Maintain a high level of professionalism and confidentiality when handling client data

• Assist with user account management (password resets, access provisioning, permissions)

• Support onboarding and offboarding processes for client users

• Maintain accurate documentation of issues, resolutions, and client interactions

• Monitor system alerts and respond to automated notifications as needed

• Delivering excellent customer service and always maintain a professional demeanor

• Continuously expand technical knowledge and stay current with MSP tools and best practices

Qualifications:

• 1–2 years of experience in IT support, helpdesk, HSIAsupport or MSP environment (preferred)

• High school diploma or equivalent (Associates degree 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 not required):

• 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