IT Support Specialist L1/L2

HRTX; Philippines; On-site; PHP 240,000 - 420,000; Full time

Job summary

HRTX in the Philippines is seeking an IT Support Specialist L1/L2 to respond to end-user requests via our ticketing system and provide timely resolution of hardware, software, and network issues.

The role requires collaboration with onshore teams, strong IT workflows knowledge, and experience with ServiceNow is a plus. You will support workstations, OS, networks, and IT operations across multiple locations while maintaining thorough documentation.

Qualifications

• Bachelor's degree or equivalent work experience in IT.
• 2–3 years in IT support (L1/L2).
• Familiar with ticketing systems and IT workflows.
• Experience in multinational environments.
• Strong English communication, written and verbal.
• Able to work independently and with remote/onshore teams.

Responsibilities

• Respond to Level 1 and 2 end-user requests through ticketing system.
• Provide timely resolution of hardware, software, and network issues.
• Collaborate with onshore IT teams to resolve complex issues.
• Install, configure, and upgrade hardware and software as needed.
• Track and document all support activities, resolutions, and follow-ups.
• Assist with remote setup and maintenance of IT infrastructure in various office locations.
• Support operational systems such as telephony, security, and office equipment.
• Provide administrative support for IT operations, including inventory tracking and reporting.

Skills

Microsoft 365

Ticketing systems

English fluency

Remote support tools

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Job description

About the job IT Support Specialist L1/L2

The IT Support Specialist is responsible for responding to Level 1 and 2 end-user requests through our ticketing system, providing timely and effective resolution of hardware, software, and network issues.

The ideal candidate will have experience working collaboratively with onshore teams and a strong understanding of IT support workflows, with ServiceNow experience considered a plus.

Provide Level 1 and Level 2 technical support for end users, including troubleshooting issues related to:

• Workstations, laptops, and peripherals (printers, scanners, etc.)
• Operating systems and standard business applications
• Network connectivity (LAN/WAN)
• Respond to and manage support tickets using a ticketing system (preferably ServiceNow), ensuring timely resolution and proper documentation.
• Collaborate with onshore IT teams to elevate and resolve complex issues.
• Install, configure, and upgrade hardware and software as needed.
• Track and document all support activities, resolutions, and follow-ups.
• Assist with remote setup and maintenance of IT infrastructure in various office locations.
• Support operational systems such as telephony, security, and office equipment.
• Provide administrative support for IT operations, including inventory tracking and reporting.

Required Qualifications and Experience:

• Bachelor's degree in Information Technology or a related field, or equivalent work experience.
• Minimum 2-3 years of experience in an IT support role (L1/L2).
• Familiarity with ticketing systems and IT support workflows.
• Experience supporting users in a multinational, multicultural environment.
• Strong communication skills in English, both written and verbal.
• Ability to work independently and collaboratively with remote/onshore teams.

Preferred Qualifications:

• Experience with ServiceNow or similar ITSM platforms.
• Microsoft certifications (e.g., MCP, MTA, or equivalent).
• Experience in healthcare or regulated industries is a plus.

Key Skills:

• Proficiency in Microsoft 365 Office Suite (Excel, Word, Outlook)
• Strong organizational and documentation skills
• Excellent customer service and interpersonal skills
• Analytical thinking and problem-solving abilities
• Ability to manage multiple tasks and prioritize effectively
• Familiarity with VOIP phone systems and remote support tools