IT Service Desk Engineer, Level 1.5 — Advanced Support

Innovathink Corporation; Las Piñas; On-site; PHP 180,000 - 320,000; Full time

Job summary

Innovathink Corporation is seeking an IT Service Desk Engineer – Level 1.5 to provide advanced Level 1 support, resolve incidents, and handle service requests. The role emphasizes diagnosing hardware, software, and network issues while coordinating with Level 2 teams to ensure timely resolutions.

The ideal candidate has 1–3 years in IT support, strong Windows/Microsoft 365 knowledge, and solid communication skills to assist end users and maintain SLAs.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or related field (or equivalent practical experience).
• 1–3 years IT support or service desk experience.
• Experience handling Level 1 and Level 1.5 incidents.
• Working knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking.

Responsibilities

• Provide Level 1.5 technical support for hardware, software, OS, applications, and basic network issues.
• Troubleshoot incidents requiring more investigation beyond Level 1.
• Support Microsoft 365 applications, email config, user accounts, and password resets.
• Perform basic Active Directory/Microsoft Entra ID administration and access troubleshooting.
• Diagnose app and system errors and optimize endpoint performance.
• Install, configure, and maintain workstations, laptops, printers, and IT equipment.
• Log and track incidents in the service management system and monitor SLAs.
• Document steps and resolutions in the knowledge base.

Skills

Windows OS

Microsoft 365

Active Directory

Networking basics

ITSM tools

Troubleshooting

Customer service

Education

Bachelor’s degree in IT/CS/CE or equivalent

Job description

Innovathink Corporation is seeking an IT Service Desk Engineer – Level 1.5 to provide advanced Level 1 support, resolve incidents, and handle service requests. The role emphasizes diagnosing hardware, software, and network issues while coordinating with Level 2 teams to ensure timely resolutions.

The ideal candidate has 1–3 years in IT support, strong Windows/Microsoft 365 knowledge, and solid communication skills to assist end users and maintain SLAs.