IT Helpdesk Specialist - Fast-Growth Tech

MCI

Angeles

On-site

PHP 335,000 - 469,000

Full time

2 days ago

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Job summary

MCI is seeking an IT Helpdesk Specialist to join its IT support team in the Philippines. You will assist users with hardware, software, and network issues, provide step-by-step guidance, and ensure reliable operation of IT systems.

The role requires strong communication, basic networking and security awareness, and a customer-focused mindset. You will document resolutions, update knowledge bases, and assist with VPN connectivity and remote access.

Qualifications

Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience
CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP) are a plus but not required
Proven experience in an IT helpdesk or technical support role.
Strong knowledge of hardware, operating systems, and commonly used software applications.
Proficiency in Excel, Five9, and other Data Processing tasks
Demonstrated ability with basic networking, and telephony
Demonstrated ability to research, plan, document, and execute complex tasks/projects
Excellent written and oral communication skills
Excellent interpersonal and customer service skills
Excellent work ethic and dedication

Responsibilities

Provide first-level technical support to end-users via phone, email, or in-person.
Assist users in resolving hardware and software issues, including desktops, laptops, printers, and applications.
Walk users through step-by-step solutions and provide timely resolutions.
Diagnose and troubleshoot hardware and software problems, identifying root causes and implementing solutions.
Escalate complex issues to the appropriate IT support teams for further investigation and resolution.
Perform routine maintenance tasks, such as software updates, antivirus scans, and system optimizations.
Collaborate with IT teams to ensure the overall health and security of IT systems.
Maintain accurate records of user issues, resolutions, and troubleshooting steps.
Update knowledge base articles and documentation to facilitate future issue resolution.
Provide basic training to end-users on IT systems, applications, and best practices.
Create and distribute user guides and instructional materials as needed.
Utilize remote desktop tools to provide support to off-site users.
Assist users with VPN connectivity and remote access.
Assist in deployment and configuration of new hardware and software.
Install, upgrade, and configure software applications as needed.
Promote and enforce IT security best practices among end-users.
Educate users on phishing threats, password management, and other security concerns.