IT Helpdesk/MSP

CallTek; General Santos; Sur place; PHP 268 000 - 446 000; Plein temps

Résumé du poste

CallTek is seeking a Tier 1 IT Helpdesk/MSP Support Agent to deliver frontline customer service and basic technical support for HSIA and workstation issues across diverse channels.

You will troubleshoot Windows/Mac workstations, printers, and network connectivity, ensuring SLA targets while logging and routing issues to higher tiers as needed. Strong communication and documentation are essential.

Qualifications

• 1–2 years of IT support or MSP environment experience (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.

Responsabilités

• 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).
• Handle printers and peripherals.
• Resolve internet connectivity and network-related issues (modems, routers, NICs, Wi‑Fi).
• Verify LAN/WAN stability and performance metrics.
• Ensure head‑end/server and gateway availability.
• Support network components (switches, WAPs) and on-site hardware.
• Assist with user account management and access provisioning.
• Document issues, resolutions, and client interactions accurately.
• Escalate complex issues to Tier 2/3 with proper documentation.

Connaissances

Customer service

Troubleshooting

Documentation

Multitasking

SOP adherence

Teamwork

English proficiency

Communication

Formation

High school diploma or equivalent

Associates degree in IT or related field (preferred)

Outils

ConnectWise

ServiceNow

Zendesk

Description du poste

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)
• Printers and peripherals
• 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