L1 - IT Support Technician

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

Job summary

iSupport Worldwide is seeking an IT Help Desk professional in the Philippines to serve as the first point of contact for user incidents and service requests. You will troubleshoot via remote tools, guide users through steps, and escalate complex issues with proper documentation.

The role requires 1+ year in IT support, knowledge of Windows/Microsoft 365, and familiarity with AD/Azure AD. You will work with ServiceNow/Jira/Freshservice, RMM tools, and security best practices.

Qualifications

• 1+ year of IT support or help desk experience.
• Proficient in Windows desktop environments and Microsoft 365.
• Familiar with Active Directory or Azure AD for basic administration.
• Experience with major ticketing platforms (ServiceNow, Jira Service Management, Freshservice).
• Exposure to RMM tools and remote support software.

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 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 workflows.
• Fulfill standard service requests using predefined procedures and SLA targets.
• Execute onboarding and offboarding: account creation, access provisioning, and deprovisioning.
• Maintain user accounts, group memberships, and distribution lists in Azure AD / Entra ID and Microsoft 365.
• Manage password resets and MFA setup per policy.
• Maintain hardware inventory records and update logs.
• Create and maintain documentation; contribute knowledge base articles.
• Triage phishing and security incidents; educate users on security best practices.
• Identify recurring issues and suggest process improvements.

Skills

Windows

Microsoft 365

Active Directory

Azure AD / Entra ID

Communication skills

Remote support

Tools

ServiceNow

Jira Service Management

Freshservice

NinjaOne

Kaseya

Datto

PowerShell scripting

Job description

Responsibilities

• Be the first point of contact for IT incidents via our 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

Request Fulfillment

• 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

Identity & Access Management

• Execute onboarding and offboarding: account creation, access provisioning, and deprovisioning
• Maintain user accounts, group memberships, and distribution lists in Azure AD / Entra ID and Microsoft 365
• Manage password resets and MFA set up per company security policy

Asset & Configuration Management

• Maintain accurate hardware inventory records in our asset tracking system
• Update digital logs for equipment issuance, returns, and lifecycle status

Knowledge & Security

• Create and maintain documentation for common issues and standard procedures
• Contribute knowledge base articles for end users and internal IT reference
• Triage potential phishing and spam reports, and escalation suspected security incidents immediately
• Educate users on security best practices during support interactions

Continual Improvement

• Identify recurring issues and suggest process improvements
• Provide feedback on gaps in documentation or workflows

Requirements Needed

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

Preferred

• CompTIA A+, Network+, or Microsoft 365 Fundamentals (MS-900) certification
• Familiarity with ITIL v4 foundations or other service management frameworks
• Basic scripting (PowerShell) for routine task automation