IT Service Desk L1 Support Specialist

Customer Frontline Solutions, Inc; Metro Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Customer Frontline Solutions, Inc. is seeking an IT Service Desk professional to provide first-level IT support and incident management in a fast-paced environment in Metro Manila.

The role focuses on resolving issues using ITIL-based processes and collaborating with teammates to ensure timely escalation and resolution. The ideal candidate has 2–3 years of remote IT support experience, strong AD and Windows 10 know-how, and hands-on Office 365 support.

Qualifications

• 2–3 years of remote IT support experience in a domain environment.
• Strong end-user support skills and Active Directory knowledge.
• Experience supporting Microsoft Windows 10.
• Experience supporting Microsoft Office Professional or Office 365.
• Experience with wired and wireless network troubleshooting.
• Familiarity with ITSM platforms, specifically JIRA.
• Experience using and contributing to a knowledge base.

Responsibilities

• Monitor and respond to Level 1 incidents and requests via phone, email and the Self Service Portal.
• Provide 1st level contact and resolutions to customer issues.
• Deliver relevant technical support on a case-by-case basis.
• Record, track, route, and close incidents and requests.
• Prioritize and escalate unresolved queries to next level support.
• Liaise with customers, provide feedback, and follow queries through to resolution.
• Perform Level 1 administration tasks such as Active Directory administration and other key platforms.
• Recommend procedure modifications or improvements.
• Proactively preserve and improve knowledge of IT Service Desk procedures.
• Detect and report increasing trends, unusual activity or repeated activity.
• Document and share processes and knowledge with peers, superiors, and customers.
• Assist other teams to design and manage effective support solutions as determined by business needs.
• Adhere to Key Performance Indicators and Service Level Agreements.
• Follow up with customers for feedback and resolution.

Skills

End user support

Active Directory

Windows 10

Office 365

Network troubleshooting

Knowledge base usage

Tools

JIRA

Job description

Customer Frontline Solutions, Inc. is seeking an IT Service Desk professional to provide first-level IT support and incident management in a fast-paced environment in Metro Manila.

The role focuses on resolving issues using ITIL-based processes and collaborating with teammates to ensure timely escalation and resolution. The ideal candidate has 2–3 years of remote IT support experience, strong AD and Windows 10 know-how, and hands-on Office 365 support.