IT Support First Level (m/f/d) for Service Desk

Valeo IT

Makati

On-site

PHP 334,800 - 558,000

Full time

14 days+

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Job summary

Valeo IT is seeking an IT Support Specialist in Makati, Philippines. This role involves managing IT requests and providing quality support to end-users in both Mandarin and English. Responsibilities include problem analysis, documenting requests, and ensuring compliance with internal regulations.

The ideal candidate will have experience in Customer Support, a proactive communication style, and strong troubleshooting skills for Office 365 and Windows environments.

Qualifications

Experience in SD/Customer Support.
Proactive and open communication.
Troubleshooting Office 365 issues.
Experience with Windows Clients (7, 8, 10).
Understanding of Active Directory.
Understanding of Azure AD.
Knowledge of Group Policy.
Basic knowledge in network management.

Responsibilities

Manage IT requests and incidents effectively.
Support end-users via telephone and remote tools.
Analyze problems and provide initial solutions.
Ensure proper categorization of incoming requests.
Document all work and update the knowledge base.
Ensure compliance with internal regulations.

Skills

Mandarin

English

Proactive communication

Troubleshooting Office 365

Windows Clients (7, 8, 10)

Active Directory

Azure AD

Group Policy

Network management

Job description

Language skills: Mandarin, English

Responsibilities

Manage Handling IT requests and incidents, including identification, documentation, categorization, and prioritization, as well as providing initial support according to defined procedures to ensure service quality.
Support the end-user through telephone and remote support tools.
Analyze from problems and providing initial solutions or workarounds for end-user requests and incidents.
Capture from requests and incidents in a standardized ITSM platform.
Ensure the correct categorization and prioritization of incoming requests.
Forward from tickets to other support groups, when necessary, to ensure resolution.
Perform from service requests, such as password resets.
Communicate and Escalate from problems to functional or hierarchical positions as needed.
Document the work carried out and continuous Update the knowledge base.
Solve of complaints and escalations, if possible.
Communicate with other departments and Forward relevant information completely and in a timely manner.
Compliance of the company's and the customer's internal regulations and work instructions.