IT Helpdesk Support

Office Beacon (Philippines) Inc.; Mabalacat; On-site; PHP 279,000 - 424,000; Full time

Job summary

Office Beacon Philippines Inc. is seeking a hands-on Help Desk Support Technician to join our IT team in the Philippines. You will serve as the first point of contact for IT support requests, providing timely technical assistance and troubleshooting account, software, system, and endpoint-related needs.

The role covers remote Tier 1/2 support, troubleshooting Windows/macOS, user provisioning, MFA, and security initiatives, with emphasis on clear communication and service orientation.

Qualifications

• Minimum 2 years in Help Desk, Service Desk, or IT support.
• Experience providing technical support in a remote environment.
• Hands-on experience with Google Admin Console / Google Workspace administration.
• Working knowledge of the Microsoft Office 365 Admin portal.
• Experience with remote device and identity administration platforms such as Hexnode, Microsoft Intune, Jamf, or Okta.
• Experience using NinjaOne or similar RMM tools such as SolarWinds, Atera, or Syncro.
• Experience with user account provisioning, permissions, and access management.
• Strong troubleshooting and problem-solving skills with attention to detail.
• Confident and professional communication skills, especially when assisting users through technical issues.

Responsibilities

• Provide Tier 1 and Tier 2 remote technical support and resolve incoming IT tickets.
• Troubleshoot software, applications, account access, and operating system issues across Windows and macOS environments.
• Follow up on service desk tickets to ensure timely and complete resolution.
• Provide remote troubleshooting using approved support and monitoring tools.
• Assist with user account provisioning, permissions, access management, and identity-related tasks.
• Support endpoint security, access control, MFA, patching, and other security initiatives.
• Document technical resolutions and contribute to internal SOPs and knowledge base documentation.
• Communicate technical instructions clearly to both technical and non-technical users.
• Escalate complex technical issues when necessary and maintain a professional, service-oriented approach.

Skills

Troubleshooting

Remote support

Google Workspace

Office 365 Admin

Identity management

RMM tools

Communication skills

Escalation

Independent work

Education

Associate degree in IT

CompTIA A+ certification

Tools

Hexnode

Microsoft Intune

Jamf

Okta

NinjaOne

SolarWinds

Atera

Syncro

Job description

Are you a hands-on IT professional who enjoys solving technical issues and helping users get back on track? Office Beacon Philippines is looking for a Help Desk Support Technician to join our team.

As a Help Desk Support Technician, you'll serve as a first point of contact for IT support requests, providing timely technical assistance, troubleshooting user concerns, and supporting account, software, system, and endpoint-related needs.

What You'll Do

• Provide Tier 1 and Tier 2 remote technical support and resolve incoming IT tickets.
• Troubleshoot software, applications, account access, and operating system issues across Windows and macOS environments.
• Follow up on service desk tickets to ensure timely and complete resolution.
• Provide remote troubleshooting using approved support and monitoring tools.
• Assist with user account provisioning, permissions, access management, and identity-related tasks.
• Support endpoint security, access control, MFA, patching, and other security initiatives.
• Document technical resolutions and contribute to internal SOPs and knowledge base-documentation.
• Communicate technical instructions clearly both technical and non-technical users.
• Escalate complex technical issues when necessary and maintain a professional, service-oriented approach.

What We're Looking For

• At least 2 years of professional experience in Help Desk, Service Desk, or IT Support.
• Experience providing technical support in a remote environment.
• Hands-on experience with Google Admin Console / Google Workspace administration is highly preferred.
• Working knowledge of the Microsoft Office 365 Admin portal.
• Experience with remote device and identity administration platforms such as Hexnode, Microsoft Intune, Jamf, or Okta.
• Experience using NinjaOne or similar RMM tools such as SolarWinds, Atera, or Syncro.
• Experience with user account provisioning, permissions, and access management.
• Strong troubleshooting and problem-solving skills with attention to detail.
• Confident and professional communication skills, especially when assisting users through technical issues.
• Ability to explain technical concepts and instructions clearly to non-technical users.
• Ability to remain composed and responsive when handling time-sensitive or escalated support concerns.
• Ability to work independently, manage priorities, and adapt to changing requirements.
• Associate's degree in IT or a related field, or equivalent experience.
• CompTIA A+ or an equivalent technical certification is preferred.

If you have strong IT troubleshooting skills, Google Workspace/Google Admin experience, and the confidence to communicate effectively with users, we’d love to hear from you!