L1 - IT Support Technician

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

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 elevate 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