IT Helpdesk Specialist – MSP Support & Connectivity Fixes

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

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.