IT Helpdesk Specialist - MSP & HSIA Support

CallTek; General Santos; On-site; PHP 268,000 - 446,000; Full time

Job summary

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.

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).
• 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.

Skills

Customer service

Troubleshooting

Documentation

Multitasking

SOP adherence

Teamwork

English proficiency

Communication

Education

High school diploma or equivalent

Associates degree in IT or related field (preferred)

Tools

ConnectWise

ServiceNow

Zendesk

Job description

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.