IT Helpdesk Support Engineer

NETWORK ONE PEOPLE SOLUTIONS INC.; Makati; On-site; PHP 279,000 - 446,000; Full time

Job summary

Network One People Solutions Inc. is seeking a capable IT Help Desk professional to provide Level 1/2 support across multiple entities. The role involves assisting users via phone, email, and chat, resolving hardware and software issues, and maintaining documentation.

It reports to the Group IT Help Desk Team Leader and supports extended hours for various offices. The ideal candidate has tertiary education, proven helpdesk experience, and strong Windows/Office knowledge, plus basic networking

Qualifications

• Proven experience in a helpdesk or technical support role.
• Strong knowledge of Microsoft Windows and Office suite.
• Basic understanding of networking concepts.
• Excellent problem-solving and communication skills.

Responsibilities

• Provide Level 1 and Level 2 support to end-users.
• Develop and manage computer SOE images.
• Support MS Azure and O365 services (Teams, Exchange, SharePoint, Office).
• Support MS MFA and FortiCloud security features.
• Manage data recoveries and restores with valid tickets.
• Ensure ticketing/logging per ITIL or similar standards.
• Assist in installation, configuration, and maintenance of IT systems.
• Collaborate with IT team members and escalate where needed.
• Document processes, procedures, and resolutions for knowledge sharing.

Skills

Helpdesk experience

Windows OS

Office Suite

Networking basics

Problem solving

Autonomy

Interpersonal skills

Communication

Education

Tertiary education in a relevant field

Job description

As part of our clients Shared Services IT Department, this role provides technical IT assistance and support to all users across multiple entities. Support services provided by this role involves interaction with users via telephone, messages, and email, and includes first level support for all hardware computer and mobile devices, as well as first level support for all software and applications deployed across all sites and entities.

The role reports to the Group IT Help Desk Team Leader, and is part of the Help Desk Support team, which provides extended hours of coverage to support Eastern States and Western Australian offices.

Key Responsibilities Include:

• Providing Level 1 and Level 2 support to end-users, troubleshooting hardware and software issues,
• Development and management of Computer SOE images,
• Support of MS Azure and O365 Services (Teams, Exchange, SharePoint, Office),
• Support of MS Multi-Factor Authentication (MFA),
• 1st level Firewall Security Protection (FortiCloud), and Advanced Threat Protection
• Management of ad-hoc data recoveries and restores,
• Ensuring all support activities have valid support tickets, are logged within the IT service management application, and adhere to IT service level agreements,
• Management of desktop Windows operating systems inclusive of support and upgrades,
• Assisting in the installation, configuration, and maintenance of IT systems and applications,
• Collaborating with other IT team members to escalat
• Documenting processes, procedures, and resolutions for knowledge sharing.
• Development and maintenance of positive relationships with all users across the Group.
• Ensuring a duty of care is always maintained in relation to occupational health and safety.
• Participation in IT projects as required.

Education:

• Completed Tertiary Education in a relevant field.

Experience

• Proven experience in a helpdesk or technical support role,
• Sound operational experience in an IT Support role.

Knowledge, Skills and Abilities:

• Ability to work autonomously, and in a team environment
• Strong interpersonal skills to interact with all levels of staff and management
• Strong knowledge of Microsoft Windows and Office suite,
• Basic understanding of networking concepts,
• Excellent problem-solving and communication skills

About Network One:

Network One is an outsourcing company that genuinely cares about its people. We put our staff first and believe that strong outcomes for clients start with engaged, supported employees. Rather than just working for our clients, we work collaboratively with both our clients and our staff, creating opportunities, opening doors, and building long‑term success for everyone involved.