IT Support Engineer — Global Service Desk (Remote/Onsite)

Jobtailor; Manila; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Jobtailor in Manila is seeking an experienced IT Help Desk Specialist to deliver firmwide IT support both remotely and on-site. You will triage, troubleshoot, and resolve incidents, manage the ticketing system, and provide Tier 2 escalation when needed.

The role supports associates in the Philippines and the United States across global offices and remote work environments. The ideal candidate has 3+ years in help desk, strong English communication, Windows 11 proficiency, and MS 365 expertise,

Qualifications

• Bachelor’s degree in Information Systems, IT, or equivalent
• 3+ years in help desk or technical support
• Proficiency with Windows 11, Microsoft 365, Zoom, and Android/iOS devices
• Excellent verbal and written communication in English
• Experience supporting associates in a multinational environment preferred

Responsibilities

• Deliver firmwide IT support remotely and onsite in the Manila office
• Intake, triage, troubleshoot, and resolve service requests and incidents
• Serve as the first level of escalation for technical issues and assess impact and urgency
• Manage the ticketing system, including creating, updating, documenting, assigning, escalating, and closing requests and incidents according to SLAs
• Provide Tier 2 escalation support, including triage, troubleshooting, outage tracking, and communication for office, application, and firmwide issues
• Coordinate daily scheduling to maintain service desk coverage and timely responses
• Coordinate vendor escalations, track service-level compliance, and document vendor solutions
• Support and maintain end-user hardware and peripherals, including computers, monitors, docking stations, scanners, printers, headsets, and related equipment
• Support associates in the Philippines and United States across global offices and remote work environments
• Assist the infrastructure team with network equipment maintenance and troubleshooting
• Manage mid-level projects, including team meetings, recommendations, and issue resolution
• Oversee IT asset management, including deployment, recovery, assignment, location tracking, disposal, inventory updates, and record accuracy

Skills

Windows 11

Microsoft 365

English communication

Troubleshooting

Ticketing system

End-user hardware

Networking basics

Android/iOS devices

Vendor management

Education

Bachelor’s degree in Information Systems/IT

CompTIA A+ Certification

CompTIA Network+ Certification

Tools

Jira

ServiceNow

Job description

Jobtailor in Manila is seeking an experienced IT Help Desk Specialist to deliver firmwide IT support both remotely and on-site. You will triage, troubleshoot, and resolve incidents, manage the ticketing system, and provide Tier 2 escalation when needed.

The role supports associates in the Philippines and the United States across global offices and remote work environments. The ideal candidate has 3+ years in help desk, strong English communication, Windows 11 proficiency, and MS 365 expertise,