IT Support Specialist

KGB Philippines Inc (118118Money); Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

KGB Philippines Inc (118118Money) is seeking an IT Support professional to provide 1st and 2nd line assistance for desktops, laptops, and devices. You will diagnose issues, manage tickets, and support users across the organization.

The role requires experience with Windows and Microsoft 365, plus familiarity with Active Directory and networking basics. The ideal candidate will train users and help implement security best practices.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field preferred.
• Relevant technical certifications (CompTIA A+, Network+, Microsoft, ITIL,Cisco) are advantageous.
• 4–5 years of IT support, help desk, or technical support experience.

Responsibilities

• Provide first- and second-level IT support for desktops, laptops, mobile devices, printers, and peripherals.
• Respond to IT requests via ticketing systems, email, phone, and in-person.
• Diagnose and troubleshoot hardware, software, and network issues.

Skills

Problem-solving

Communication

Multitasking

Teamwork

Education

Bachelor's degree in IT/CS/IS

Certifications (CompTIA A+, Network+)

Tools

Active Directory

Azure Active Directory

Microsoft 365 Administration

Windows OS

Help Desk software

Job description

Key Responsibilities:

• Provide first-level and second-level support for desktops, laptops, mobile devices, printers, and peripheral equipment.

• Respond to and resolve IT support requests through ticketing systems, email, phone, and in-person assistance.

• Diagnose and troubleshoot hardware, software, and network-related issues.

• Install, configure, and maintain operating systems, applications, and security updates.

User Administration

• Create, modify, and deactivate user accounts following company policies.

• Manage user access permissions across various systems and applications.

• Support password resets and account recovery requests.

Infrastructure Support

• Monitor and maintain local area networks (LAN), Wi-Fi connectivity, and internet services.

• Assist with server, storage, backup, and cloud-based service administration.

• Coordinate with vendors and third-party service providers for issue resolution.

Asset Management

• Track and maintain inventory of IT equipment and software licenses.

• Prepare and deploy IT equipment for new hires and replacements.

• Ensure proper disposal and replacement of obsolete equipment.

Documentation and Compliance

• Document incidents, resolutions, and standard operating procedures.

• Maintain accurate records of hardware, software, and user configurations.

• Ensure compliance with company IT policies, cybersecurity standards, and data protection requirements.

Continuous Improvement

• Identify recurring issues and recommend process improvements.

• Participate in IT projects, system upgrades, and technology implementations.

• Provide basic user training on IT tools, systems, and security best practices.

Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.

• Relevant technical certifications are an advantage (CompTIA A+, Network+, Microsoft, ITIL, Cisco, etc.).

Experience

• 4-5 years of experience in IT support, help desk, or technical support roles.

• Experience supporting Windows, Microsoft 365, and enterprise applications.

• Familiarity with Active Directory, networking concepts, and endpoint management tools.

Technical Skills

• Microsoft Windows and Microsoft 365 Administration.

• Active Directory and Azure Active Directory.

• Hardware and software troubleshooting.

• Basic networking (TCP/IP, DNS, DHCP, VPN).

• Endpoint security and antivirus management.

• Help Desk and ticket management systems.

Soft Skills

• Strong problem-solving and analytical abilities.

• Excellent communication and customer service skills.

• Ability to prioritize multiple tasks and work under pressure.

• Strong attention to detail and organizational skills.

• Team-oriented with a proactive approach to issue resolution.