IT Helpdesk/MSP

CallTek; General Santos; On-site; PHP 167,000 - 312,000; Full time

Job summary

CallTek is seeking a Tier 1 IT Helpdesk/ MSP Support Agent to deliver high-quality customer service and technical support via phone, email, chat, and ticketing systems. You will troubleshoot basic issues on Workstations, mobile devices, and printers, while managing network connectivity concerns and documenting resolutions.

The role emphasizes SLA adherence, first-call resolution, and escalation to Tier 2/3 as needed. A supportive team environment and ongoing MSP knowledge expansion are provided.

Qualifications

• 1-2 years of IT support or MSP experience preferred.
• High school diploma or equivalent; an IT-related associate degree is a plus.
• Strong customer service mindset and ability to multitask in a fast-paced environment.
• Ability to follow processes with sound judgment.
• Reliable, punctual, and able to work independently or in a team.
• Basic understanding of IT concepts, troubleshooting methodologies, and problem-solving.

Responsibilities

• Serve as the primary point of contact for support requests via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve basic technical issues on Workstations (Windows/Mac) and mobile devices.
• Support network issues including Wi-Fi, LAN/WAN verification, and end-user connectivity.
• Log, categorize, and prioritize tickets to meet SLA targets; provide first-call resolution where possible.
• Escalate complex issues to Tier 2/3 with proper documentation and SOP adherence.
• Maintain documentation of issues and resolutions; assist with onboarding/offboarding processes.

Skills

Customer service

Troubleshooting

Multitasking

English communication

Basic IT concepts

Windows/macOS

Education

High school diploma or equivalent

Associates degree in IT (preferred)

Tools

ConnectWise

ServiceNow

Zendesk

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)
• 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

Qualifications

• 1-2 years of experience in IT support, helpdesk, HSIAsupport or 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
• 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
• 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