IT Helpdesk Support Officer

MicroSourcing; Manila; On-site; PHP 240,000 - 420,000; Full time

Benefits offered by this job

Healthcare coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Company events

Work-life balance

Career growth

Inclusive culture

Job summary

MicroSourcing in Ortigas, Pasig is seeking an IT Helpdesk Support Officer to be the first point of contact for end users, diagnosing and resolving hardware, software, and connectivity issues with Windows and Microsoft 365.

You will manage ticketing, set up devices, support Intune, Entra ID/Azure AD, and assist with onboarding and offboarding while following security policies and contributing to continuous improvement.

Qualifications

• 2–3 years in an IT helpdesk/service desk supporting end users.
• Strong knowledge of Windows and Microsoft 365 business apps.
• Hands-on troubleshooting hardware, software, and connectivity.
• Experience with AD/Entra ID (Azure AD) user management and policies.
• Networking basics including DNS, DHCP, and VPN troubleshooting.
• Excellent English communication and remote support aptitude.
• Ability to work autonomously in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for IT support requests.
• Diagnose and resolve issues with Windows, Office 365, and connectivity.
• Manage tickets and prioritize issues using the ticketing system.
• Set up and configure computers, mobile devices, and user accounts.
• Support Intune-managed devices and onboarding/offboarding processes.
• Manage user accounts via Active Directory/Entra ID.
• Troubleshoot DNS, DHCP, and VPN networking problems.
• Provide remote assistance across locations and escalate complex issues.
• Maintain records and contribute to the IT knowledge base.
• Follow security policies including MFA and cybersecurity tasks.

Skills

Windows OS

Microsoft 365

Active Directory/Entra ID

Networking concepts

Remote support

Customer service

English communication

Problem solving

Tools

ServiceDesk Plus

PowerShell

SharePoint

OneDrive

Azure/Intune

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position: IT Helpdesk Support Officer

Location: Ortigas, Pasig

Work setup & shift: Onsite | Dayshift

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

• Serve as the first point of contact for IT support requests and provide timely assistance to end users.
• Diagnose and resolve hardware, software, and connectivity issues involving Microsoft Windows and Microsoft 365 applications.
• Manage and respond to IT support requests through ticketing systems while prioritising issues appropriately.
• Set up and configure computers, mobile devices, peripherals, and user accounts.
• Support Microsoft 365 applications, Intune-managed devices, and user onboarding and offboarding processes.
• Manage user accounts, permissions, and access through Active Directory / Entra ID.
• Troubleshoot basic network connectivity issues involving DNS, DHCP, and VPN.
• Provide remote support and guidance to users across multiple locations.
• Escalate complex or unresolved technical issues to the Senior System Administrator with clear and accurate information.
• Maintain accurate helpdesk, asset, licence, and user records and contribute to the IT knowledge base.
• Follow IT security policies and assist with MFA, VPN, security monitoring, and cybersecurity-related tasks.
• Collaborate with the IT team and contribute to continuous improvement initiatives.

What You Need

Non-negotiables

• Minimum 2–3 years of experience in an IT helpdesk or service desk role supporting end users in a business environment.
• Strong working knowledge of Microsoft Windows and Microsoft 365 business applications.
• Hands-on experience troubleshooting hardware, software, and connectivity issues.
• Experience with Active Directory / Entra ID (Azure AD), including user account management, permissions, and group policies.
• Good understanding of networking concepts, including DNS, DHCP, and VPN troubleshooting.
• Strong customer service focus and enthusiasm for supporting end users remotely.
• Excellent English communication skills, both written and verbal.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to work autonomously and effectively manage priorities in a fast-paced support environment.

Preferred Skills/expertise

• Experience with Microsoft Intune and mobile device management.
• Experience using IT ticketing systems such as ServiceDesk Plus.
• Experience with SharePoint and OneDrive administration.
• Basic PowerShell or other scripting experience.
• Exposure to Microsoft Azure or another cloud platform.
• Familiarity with Windows Server administration basics.
• Experience with IT security tools and good security practices.
• ITIL-aligned service desk experience and SLA reporting.
• Experience supporting users across multiple sites or time zones.
• Experience working with an Australian-based business or professional services organisation.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

Terms & conditions apply