IT Helpdesk Specialist

Asiatel Outsourcing; Metro Manila; On-site; PHP 335,000 - 580,000; Full time

Job summary

Asiatel Outsourcing seeks an IT Help Desk Specialist to serve as the first contact for technical issues. You will provide timely support for hardware, software, and connectivity to keep employees productive and secure.

The role requires customer focus, technical proficiency, and a commitment to exceptional service delivery in a fast-growing company based in Ortigas, Pasig City.

Qualifications

• Associate degree or equivalent in IT/CS.
• 2+ years in IT Help Desk or support role.
• Experience with Windows environments.
• Knowledge of Microsoft 365, AD, and endpoint mgmt tools.
• Networking basics: TCP/IP, DNS, DHCP, VPN, Wi‑Fi.
• Experience using ITSM/ticketing systems.
• Strong problem solving and communication skills.

Responsibilities

• Provide first- and second-level IT support via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, OS, and app issues.
• Assist with account access, passwords, and MFA support.
• Support desktops, laptops, mobile devices, printers, and peripherals.

Skills

Customer service

Windows support

Microsoft 365

AD/endpoint mgmt

Networking basics

ITSM systems

Communication

Education

Associate degree in IT/CS

Tools

Active Directory

Microsoft Intune

Job description

Asiatel Outsourcing is the first Philippine-founded outsourcing company listed on the TSX Venture Exchange. As we continue to experience exceptional growth, we are looking for top-tier talent to join our dynamic team. We remain committed to fostering a culture of excellence, innovation, and career growth.

We are seeking for an IT Help Desk Specialist that serves as the first point of contact for employees requiring technical assistance. This role is responsible for providing timely and effective support for hardware, software, network connectivity, and end-user technology issues. The ideal candidate is customer-focused, technically proficient, and committed to delivering exceptional support that enables employees to work efficiently and securely.

Company Address: Hanston Square Building, San Miguel Avenue, Ortigas, Pasig City

Key Responsibilities:

End-User Support

• Provide first-level and second-level technical support to employees via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, operating system, and application issues.
• Assist users with account access, password resets, and multi-factor authentication (MFA) support.
• Support desktop, laptop, mobile device, printer, and peripheral troubleshooting.
• Escalate complex issues to appropriate IT teams when necessary.

Ticket Management

• Monitor, prioritize, and respond to help desk tickets in accordance with established service level agreements (SLAs).
• Document incidents, service requests, resolutions, and troubleshooting steps in the ticketing system.
• Follow up with users to ensure issues are fully resolved and customer satisfaction is achieved.

Device and Asset Management

• Configure, deploy, and maintain laptops, desktops, mobile devices, and related equipment.
• Manage equipment inventory and maintain accurate asset records.
• Coordinate onboarding and offboarding activities, including system access and equipment provisioning.

Systems Administration Support

• Create and manage user accounts in Active Directory, Microsoft 365 and other business applications.
• Assist with software installations, updates, and patch management.
• Support collaboration tools such as Microsoft Teams, SharePoint and cloud-based business applications.

Security and Compliance

• Follow company IT security policies and procedures.
• Identify potential security concerns and report suspicious activities promptly.
• Assist with endpoint security solutions and compliance requirements.
• Educate users on cybersecurity best practices.

Continuous Improvement

• Develop and maintain technical documentation, knowledge base articles, and support procedures.
• Recommend process improvements to enhance service delivery and user experience.
• Participate in IT projects, system upgrades, and technology rollouts.

Required Qualifications:

• Associate's degree in Information Technology, Computer Science or related field; equivalent experience may be considered.
• 2+ years of experience in an IT Help Desk, Service Desk or Technical Support role.
• Experience supporting Microsoft Windows environments.
• Working knowledge of Microsoft 365, Active Directory and endpoint management tools.
• Familiarity with networking fundamentals, including TCP/IP DNS DHCP VPN and Wi-Fi troubleshooting.
• Experience using IT service management (ITSM) or ticketing systems.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Strong customer service orientation with the ability to support both technical and non-technical users.

Preferred Qualifications:

• CompTIA A+ Network+ Security+ or Microsoft certifications.
• Experience supporting cloud-based environments such as Microsoft Azure.
• Knowledge of endpoint management platforms such as Intune SCCM or Jamf.
• Experience supporting remote and hybrid work environments.
• Familiarity with cybersecurity best practices and endpoint protection solution.