Junior IT Support Engineer — Hands-On Troubleshooter

P&A Grant Thornton; Makati; On-site; PHP 223,000 - 391,000; Full time

Job summary

P&A Grant Thornton Philippines is seeking a TSG Helpdesk Analyst to serve as the first point of contact for basic hardware, software, and tool issues. You will diagnose, resolve, and document incidents, and escalate complex problems when needed.

You will interact with end users, provide prompt SLA-compliant support, and share best practices with the team while keeping systems operational in a fast-paced environment.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science or related fields.
• Broad technical knowledge across hosting (Linux/Windows), firewalls, WAN technologies and .NET.
• Familiarity with Windows 11, Intune and Office 365.
• Strong troubleshooting aptitude in a technical support environment.
• Preferred familiarity with Cisco, Microsoft solutions and Fortinet.

Responsibilities

• Provide first-level IT support and diagnose incidents per established processes.
• Translate technical issues into actionable directions via email, calls, or in-person.
• Research problems and propose workable solutions while staying within SLA.
• Document incidents and remedies, log issues, and prioritize accordingly.
• Escalate complex incidents to second-level support with recommendations.
• Maintain timely updates on issue priority and progress for customers.
• Share knowledge and best practices with team members.
• Manage scheduled tasks to keep systems operating reliably.
• Interact with clients directly, addressing inquiries and attending meetings.
• Perform other IT operations tasks as assigned.

Skills

Technical knowledge

Linux hosting

Windows hosting

Firewalls

WAN technologies

.NET

Windows 11

Intune

Office 365

Cisco networks

Fortinet

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Intune

Office 365

Cisco networks

Fortinet

Job description

P&A Grant Thornton Philippines is seeking a TSG Helpdesk Analyst to serve as the first point of contact for basic hardware, software, and tool issues. You will diagnose, resolve, and document incidents, and escalate complex problems when needed.

You will interact with end users, provide prompt SLA-compliant support, and share best practices with the team while keeping systems operational in a fast-paced environment.