IT Support Technician: Frontline Troubleshooter for Windows

iSupport Worldwide; Pasig; On-site; PHP 240,000 - 420,000; Full time

Job summary

iSupport Worldwide is seeking an IT Help Desk/Support Specialist in the Philippines to handle incidents, resolve hardware and software issues, and guide users through diagnostics. The role covers incident management, request fulfillment, identity and access tasks, and asset/configuration handling.

You will also contribute to knowledge base creation and security awareness. The position requires 1+ years in IT support, familiarity with Windows/Microsoft 365, AD/Azure AD basics, and experience with

Qualifications

• 1+ years of experience in IT support/help desk/service desk.
• Working knowledge of Windows desktop environments and Microsoft 365.
• Familiarity with Active Directory or Azure AD/Entra ID for basic account administration.
• Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Freshservice.
• Exposure to RMM tools (e.g., NinjaOne, Kaseya, Datto) and remote support software/workspace.
• Strong written and verbal communication skills — able to explain technical concepts to non-technical users.

Responsibilities

• Be the first point of contact for IT incidents via ticketing system, email, and phone.
• Perform remote hardware and software troubleshooting using RMM and remote access tools.
• Guide users through diagnostic steps to identify root causes.
• Escalate unresolved or out-of-scope issues to Tier 2 with detailed documentation.
• Monitor and respond to RMM alerts for uptime, disk space, and endpoint warnings.
• Process user requests including access provisioning, equipment, and software installations.
• Submit equipment requests for approval per established workflows.
• Fulfill standard service requests using predefined procedures and SLA targets.

Skills

Windows

Microsoft 365

AD/Azure AD

Ticketing systems

RMM tools

Communication

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

iSupport Worldwide is seeking an IT Help Desk/Support Specialist in the Philippines to handle incidents, resolve hardware and software issues, and guide users through diagnostics. The role covers incident management, request fulfillment, identity and access tasks, and asset/configuration handling.

You will also contribute to knowledge base creation and security awareness. The position requires 1+ years in IT support, familiarity with Windows/Microsoft 365, AD/Azure AD basics, and experience with