L1 - IT Support Technician

iSupport Worldwide; Pasig; On-site; PHP 300,000 - 420,000; Full time

Job summary

iSupport Worldwide is seeking an IT Support Specialist to be the first line of contact for incidents and service requests. You will troubleshoot via ticketing systems, email, and phone, perform remote hardware and software support using RMM tools, guide users through diagnostics, and document outcomes for Tier 2 escalation.

You will handle access provisioning, equipment and software installations, and maintain security through identity management tasks in Azure AD/Entra ID and Microsoft 365,

Qualifications

• 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

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
• 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
• 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
• Maintain accurate hardware inventory records in our asset tracking system
• Update digital logs for equipment issuance, returns, and lifecycle status
• 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 escalate suspected security incidents immediately
• Educate users on security best practices during support interactions
• Identify recurring issues and suggest process improvements
• Provide feedback on gaps in documentation or workflows

Skills

Windows desktop

Microsoft 365

Azure AD / Entra ID

Active Directory

Communication skills

Ticketing platforms

Remote support tools

RMM tools

Documentation

Security awareness

Tools

NinjaOne

Kaseya

Datto

ServiceNow

Jira Service Management

Freshservice

Job description

• 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
  
  
• 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
  
  

Responsibilities:

Incident Management

• 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 escalate 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

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