IT Service Desk Technician I - Remote Support & Upskilling

iSupport Worldwide; Manila; On-site; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Free onsite meals

Onsite gym access

Upskilling academy

Modern office facilities

Job summary

iSupport Worldwide in Manila is seeking an IT Service Desk Technician I to provide frontline IT support for local and remote users. You will handle incident triage, remote troubleshooting, and collaboration with engineering to resolve issues.

The role emphasizes professional communication, ticketing updates, and knowledge base documentation while deploying devices and managing endpoint configurations.

Qualifications

• AA in IT related field or IT certification or 1 year of experience working in a technical environment.
• Experience installing, upgrading, and repairing desktops or laptops running MS operating systems.
• Experience with smartphones, tablets, and other technical equipment.
• Familiarity with data backup and system imaging.
• Knowledge of IT systems including servers, desktops, routers, switches, and firewalls.
• Working technical knowledge of current network protocols, operating systems, and standards.
• Ability to learn new or unfamiliar systems, software, hardware, and a passion for solving problems.
• Excellent written and verbal communication skills.

Responsibilities

• Provide best-in-class technical support.
• Present oneself in a professional, courteous, and respectful way.
• Provide remote help desk support via phone and/or in-person.
• Update the internal ticketing system with details related to resolution of issues.
• First point of contact for user issue resolution, triage user technical issues to resolution.
• Escalate and work with the Engineering team for solutions to sometimes complex problems.
• Maintain close contact and open communication with clients until an issue has been resolved.
• Update company Knowledge base with technical documentation and solutions.
• Communication and collaboration on issues found in the Harvard user environment.
• Utilize Microsoft Autopilot to load new computer images on end user laptops and desktops.
• Help maintain and administer Microsoft Intune environment and devices in endpoint manager.
• Work within our RMM software to monitor and resolve alerts found on user workstations.
• Deploy laptops, docking stations, desktops, monitors, printers, servers, and more.
• Provide support and deployment services for mobile devices and tablets.
• Follow all pre-established procedures and workflows documented in Confluence to complete work as expected.
• Provide manager with regular updates on recuring issues encountered in the user environment and help identify possible long-term solutions or improvements to reduce future problems.
• Respond to Urgent requests received through IT Escalation Phone line
• Other duties as assigned.

Skills

IT Support

Customer Service

Remote Support

Windows OS

Networking basics

Troubleshooting

Documentation

Education

AA in IT related field

IT certification

1 year experience

Tools

Microsoft Intune

Microsoft Autopilot

RMM software

Confluence

Job description

iSupport Worldwide in Manila is seeking an IT Service Desk Technician I to provide frontline IT support for local and remote users. You will handle incident triage, remote troubleshooting, and collaboration with engineering to resolve issues.

The role emphasizes professional communication, ticketing updates, and knowledge base documentation while deploying devices and managing endpoint configurations.