Junior Support Engineer (Open to Fresh Graduates)

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

The TSG Helpdesk acts as the first Point of Contact (POC) in providing technical and troubleshooting assistance related to basic computer hardware, software, technical tools, and other products.

PRIMARY DUTIES & RESPONSIBILITIES

• Ability to translate their technical knowledge into actionable directions by means possible (emails, calls, personal).
• Be able to research on problems given to be able to come up with a workable solution.
• Provide prompt responses based on the expected Service Level Agreement (SLA) and severity codes.
• Conduct first-level diagnosis support to the end-users in accordance with established processes.
• Documentation of incidents and remedies implemented by correctly logging in issues, categorizing and prioritizing in line with team procedures.
• Escalate complex incidents to second-level support personnel with apt recommendation, for further investigation and resolution.
• Provides timely updates by giving correct level of priority and attention to the raised issues of the customers.
• Share knowledge and best practices with colleagues with seen potential of managing teams.
• Manage a number of scheduled tasks designed to ensure that the systems remain operational.
• Participate in client-facing responsibilities as part of job duties.
• Engage in direct client interactions, including managing relationships, addressing inquiries, and participating in meetings.
• Perform other IT Operations tasks as may be assigned by superiors.

QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Science or other related fields
• Possess a degree of technical knowledge across a broad range of technologies and products including Hosting (Linux, Windows), firewalls and or WAN (wide area networks) technologies and coding language .Net
• Familiarity with Windows 11, Microsoft Intune and Microsoft Office 365
• Natural aptitude for troubleshooting in a technical support environment
• Preferred qualifications include understanding of CISCO networks, Microsoft solutions, Fortinet Network security.

ADDITIONAL QUALIFICATIONS

• Strong analytical and organizational skills
• Ability to communicate professionally
• Amenability to work a fast-paced, on-call, environment