IT Support Technician: Mastering Help Desk & Security

iSupport Worldwide; Pasig; On-site; PHP 240,000 - 360,000; Full time

Job summary

iSupport Worldwide is seeking an IT Support professional to serve as the first line of assistance for incidents, fulfill access and equipment requests, and manage user accounts in Azure AD/Entra ID and Microsoft 365. You will troubleshoot via RMM tools, escalate advanced issues, and contribute to knowledge bases.

The role emphasizes strong communication, documentation, and security best practices while supporting a growing IT environment. A hands-on, customer-facing mindset is essential.

Qualifications

• 1+ years of IT support or help desk experience.
• Windows desktop environments and Microsoft 365 knowledge.
• Familiarity with Active Directory or Azure AD / Entra ID for basic administration.
• Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Freshservice.
• Exposure to RMM tools (NinjaOne, Kaseya, Datto) and remote support software.
• Strong written and verbal communication skills.

Responsibilities

• Be the first point of contact for IT incidents via ticketing, 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 issues to Tier 2 with detailed documentation.
• Monitor and respond to RMM alerts for uptime and endpoint health.
• Process user requests including access provisioning, equipment, and software installations.
• Submit equipment requests for approval per workflows.
• Fulfill standard service requests using predefined procedures and SLA targets.
• Execute onboarding and offboarding: account creation and provisioning.
• Maintain user accounts in Azure AD / Entra ID and Microsoft 365.
• Manage password resets and MFA setup per security policy.
• Maintain accurate hardware inventory and lifecycle logs.
• Create and maintain documentation; contribute knowledge base articles.
• Triage phishing/spam reports and escalate suspected security incidents.
• Educate users on security best practices during interactions.
• Identify recurring issues and suggest process improvements.
• Provide feedback on gaps in documentation or workflows.

Skills

Excellent communication

Analytical thinking

Team collaboration

Strong documentation

Education

CompTIA A+ certification

MS-900 certification

ITIL v4 familiarity

Tools

ServiceNow

Jira Service Management

Freshservice

NinjaOne

Kaseya

Datto

Job description

iSupport Worldwide is seeking an IT Support professional to serve as the first line of assistance for incidents, fulfill access and equipment requests, and manage user accounts in Azure AD/Entra ID and Microsoft 365. You will troubleshoot via RMM tools, escalate advanced issues, and contribute to knowledge bases.

The role emphasizes strong communication, documentation, and security best practices while supporting a growing IT environment. A hands-on, customer-facing mindset is essential.