IT Support & Incident Management Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 335,000 - 469,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a proactive IT Support - Level 1 to assist the Office Support team in handling incidents across hardware, software, and services in the Philippines.

The role focuses on incident qualification, problem origin identification, and executing solutions while escalating when needed. You will troubleshoot Windows OS issues, Office 365, VPN, Teams, and device readiness to ensure minimal downtime.

Qualifications

• Experience providing first-line user support in an IT environment.
• Ability to analyze problems and propose effective solutions.
• Strong teamwork and communication.
• Attention to rigor, methodical troubleshooting.
• Proficiency with Office Suite.
• Experience with EasyVista or similar ITSM.
• Familiarity with Microsoft Intune.

Responsibilities

• Incident management on hardware (PC, monitor) and accessories.
• Analyze and resolve OS (Windows domain/permissions) issues.
• Resolve browser-related incidents.
• Troubleshoot Office suite applications.
• Verify antivirus status and updates.
• Support VPN (Zscaler) issues.
• Assist Teams startup and usage incidents.
• Assist installation of software on workstations.
• Assist mobile enrollment into company portal.
• Ensure access to Office 365 and data storage.

Skills

User support experience

Problem solving

Team player

Rigor and process

Office Suite

EasyVista ITSM

Microsoft Intune

Tools

Office Suite

EasyVista

Microsoft Intune

Job description

Hammerjack Pty Ltd is seeking a proactive IT Support - Level 1 to assist the Office Support team in handling incidents across hardware, software, and services in the Philippines.

The role focuses on incident qualification, problem origin identification, and executing solutions while escalating when needed. You will troubleshoot Windows OS issues, Office 365, VPN, Teams, and device readiness to ensure minimal downtime.