IT Helpdesk Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

Relay Human Cloud is seeking an IT Helpdesk Specialist to join our IT team in the Philippines. You will be the first line of support, owning the ticket queue, resolving day-to-day IT issues, and keeping end users running smoothly across multiple systems during live business hours.

You will triage tickets in Zoho Desk, handle password resets, MFA troubleshooting, and support onboarding/offboarding across Microsoft 365, STORIS, NextGen, and Paylocity, communicating fixes clearly to non-technical

Qualifications

• Hands-on help desk experience with a real ticketing system.
• Microsoft 365 and Entra ID administration experience.
• Patching experience with Tenable or a comparable vulnerability management tool.
• Clear, professional English communication skills.
• Ability to explain technical fixes to non-technical users under time pressure.

Responsibilities

• Own and triage the front of the ticket queue in Zoho Desk, prioritizing and routing issues efficiently.
• Handle user unlocks, password resets, and MFA troubleshooting across STORIS and NextGen.
• Manage new hire and termination setup across Microsoft 365, STORIS, NextGen, and Paylocity.
• Administer M365 licensing and distribution list management.
• Escalate issues that fall outside the runbook - and document new ones as you go.
• Communicate fixes clearly and professionally to non-technical end users such as store managers.

Skills

Ticketing system

English communication

Tools

Microsoft 365 administration

Entra ID administration

Tenable vulnerability management

Job description

The Role

Relay Human Cloud is hiring a IT Helpdesk Specialist to join our IT team. You will be the first line of support - owning the ticket queue, resolving day-to-day IT issues, and keeping end users running smoothly across multiple systems. This role is equal parts technical execution and clear communication, supporting store managers and staff during live business hours.

What You'll Do

• Own and triage the front of the ticket queue in Zoho Desk, prioritizing and routing issues efficiently
• Handle user unlocks, stuck orders, password resets, and MFA troubleshooting across STORIS and NextGen
• Manage new hire and termination setup across Microsoft 365, STORIS, NextGen, and Paylocity
• Administer M365 licensing and distribution list management
• Escalate issues that fall outside the runbook - and document new ones as you go
• Communicate fixes clearly and professionally to non-technical end users such as store managers

What You Bring

• Hands-on help desk experience using a real ticketing system
• Microsoft 365 and Entra ID administration - users, groups, licensing, and MFA
• Patching experience with Tenable or a comparable vulnerability management tool
• Clear, professional English communication skills - written and verbal
• Ability to explain technical fixes to non-technical users under time pressure