IT Support Specialist - Entry Level

SOFTGIC

Pasay

On-site

PHP 279,000 - 424,000

Full time

5 days ago

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Job summary

Manila Hilton in Manila, Philippines is seeking an IT Associate to serve as the first point of contact for IT support operations. This role delivers Tier 1 technical support, manages support tickets, and resolves basic issues while ensuring excellent customer experience.

Responsibilities include providing support via phone, chat, and email, documenting tickets, troubleshooting Windows environments, Active Directory, and Microsoft Server products, and assisting Tier 2/3 teams for IT projects.

Qualifications

Entry-level experience in IT Support, Help Desk, or Tier 1 Support.
Experience providing customer support via phone, email, or ticketing systems.
Strong knowledge of Windows Desktop environments, Active Directory, Microsoft Server products, and MS Office (Excel and Word).
Excellent written and verbal English communication skills.
Strong documentation and organizational skills.

Responsibilities

Provide technical support via phone, chat, and email.
Create, document, and track support tickets.
Resolve Tier 1 support issues and escalate complex incidents when necessary.
Perform password resets and basic user account support.
Troubleshoot Windows computers, mobile devices, printers, and phones.
Answer general technology-related questions.
Guide users through self-service documentation and knowledge base resources.
Create and maintain technical documentation and knowledge base articles.
Participate in training sessions and assist Tier 2 and Tier 3 teams with IT projects.