IT Helpdesk Support (Onsite, Bulacan)

Kwanii; Bulacan; On-site; PHP 182,800 - 218,959; Full time

Benefits offered by this job

Paid time off (PTO) for Sick Leave, Vacation Leave, Emergency Leave

Life insurance upon regularization

HMO upon regularization

Meal allowance

13th Month pay

Job summary

Kwanii is seeking an IT Helpdesk professional to oversee and maintain technology systems, ensuring smooth operations. The role requires diagnosing technical issues, guiding users, and providing assistance across various platforms.

Applicants must be based in Bulacan, with strong communication skills and 1-2 years of IT support experience. This full-time, on-site position includes various perks such as paid time off, health benefits, and career advancement opportunities.

Qualifications

• At least 1-2 years of IT support work experience in a business environment.
• Ability to manage multiple tickets simultaneously.
• Knowledgeable of data privacy practices and laws.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Diagnose and resolve basic hardware, software, and network issues.
• Record and track incidents and service requests using ticketing systems.

Skills

Strong English communication skills

Problem-solving skills

Knowledge of Windows/Mac OS and Microsoft Office

Experience with helpdesk ticketing systems

Customer-oriented

Education

Bachelor’s degree in BS IT, BS Comp Sci, BS Computer Engineering or equivalent

Tools

Remote support tools

Cisco or Meraki networking equipment

Job description

IT Helpdesk role encompasses overseeing and maintaining the client’s technology systems to ensure smooth operations. This includes troubleshooting and resolving tech-related issues while providing crucial support to digital operations, contributing to the client’s continued technological success in the industry.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Diagnose and resolve basic hardware, software, and network issues through phone, email, or chat.
• Guide users through troubleshooting steps and provide instructions on system use.
• Record and track incidents and service requests using helpdesk ticketing systems.
• Escalate unresolved issues to second-level support or specialized teams when necessary.
• Monitor ticket queues to ensure prompt resolution and meet service-level agreements (SLAs).
• Provide clear and detailed documentation of technical issues and their resolutions.
• Assist with setup, configuration, and maintenance of user accounts and systems.
• Stay updated on new products, services, and troubleshooting techniques.
• Follow up with customers to ensure issues are fully resolved and provide additional assistance when needed.

Must-Haves

• Must be based in Bulacan.
• Strong English communication skills and the ability to explain technical concepts to non-technical users.
• At least 1-2 years of IT support work experience with computer technology in a business environment.
• Strong knowledge of Windows/Mac OS, Microsoft Office, and common troubleshooting tools.
• Familiarity with helpdesk ticketing systems and remote support tools.
• Excellent problem-solving skills and the ability to troubleshoot technical issues effectively.
• Ability to manage multiple tickets simultaneously and prioritize tasks.
• Customer-oriented with a focus on providing a positive user experience.
• Knowledgeable of data privacy practices and laws as they relate to technology issues.

Nice to Haves

• Bachelor’s degree in BS IT, BS Comp Sci, BS Computer Engineering or equivalent.
• Familiar with network engineering equipment such as Cisco or Meraki.
• Knowledgeable with Zoom and HubSpot configuration and administration.
• Experience in virtualization technologies to apply to hardware, software, memory, data and network.
• 13th Month pay.
• Paid time off (PTO) for Sick Leave, Vacation Leave, Emergency Leave.
• Maternity or Paternity leave.
• HMO upon regularization.
• Life insurance upon regularization.
• MediCash for personal and dependents use.
• Rice, clothing, laundry, and meal allowance.
• Birthday Treats.
• Company Events and Treats.
• Online trainings/Webinars.
• Career advancement and promotion opportunities.

Job Type

• Work on-site
• Full-time
• Entry-Level

Schedule

• Shifting schedule (may include weekends and holidays)

Starts at PHP18,000

Kwanii is a BPO company with operations in Australia and the Philippines. With a strong commitment to excellence, we aim to provide outstanding outsourcing solutions for businesses of all sizes. The company values transparency and honesty, ensuring that clients receive reliable services. Kwanii also prides itself on its proactiveness and adaptability, staying ahead of industry trends and adjusting strategies to meet the evolving needs of clients. Whether it's customer support, data entry, back-office processes, or other outsourcing requirements, Kwanii is dedicated to delivering high-quality solutions that drive both efficiency and growth.