L1 Technical Support Agent

Talentmate; Manila; On-site; PHP 391,000 - 580,000; Full time

Job summary

Ingram Micro in Manila is seeking an L1 Helpdesk Support Agent (Associate Professional, IT Operations) to be the first point of contact for Zendesk requests and day-to-day platform assistance.

You will manage support queues, route tickets, provide timely updates, and perform user updates, access modifications, organization and group maintenance while adhering to governance and security standards. You will also help improve support processes and documentation for global teams.

Qualifications

• 3–5 years of experience in helpdesk or support operations.
• Experience handling shared queues, service requests, or ticketing workflows.
• Familiarity with governance, security controls, and escalation procedures.

Responsibilities

• Serve as the first point of contact for Zendesk support requests.
• Manage support queues, prioritize and route tickets, and provide updates.
• Perform user updates, access changes, and groups/org maintenance.
• Document activities and collaborate with L2 and platform owners as needed.
• Identify recurring issues and contribute to knowledge base enhancements.

Skills

Zendesk knowledge

Customer service

Communication

Documentation

Prioritization

Global collaboration

Tools

Zendesk

Job description

Job Description:

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

Help People Work Better Through Technology

Who we are and how we work: Join the business behind the world's brands.

At Ingram Micro, we help businesses realise the promise of technology through innovative solutions, services, and digital platforms. Our IT Operations team enables seamless experiences across our global organization, delivering reliable support that helps associates, partners, and customers succeed. Guided by our Tenets of Success, Results, Integrity, Imagination, Courage, Responsibility, and Talent, we collaborate, innovate, and continuously improve to shape tomorrow together.

What you'll do: Your role in making an impact

As an L1 Helpdesk Support Agent (Associate Professional, IT Operations), you will serve as the first point of contact for Zendesk support requests and day-to-day platform assistance. Your work will help maintain efficient support operations, provide a positive user experience, and ensure requests are resolved or escalated appropriately.

In this role, you will manage Zendesk support queues, prioritize and route tickets, and provide timely updates to users throughout the request lifecycle. You will perform routine administrative activities such as user updates, access modifications, organization and group maintenance, and other approved platform requests while adhering to governance and security standards. You will guide users on standard Zendesk functionality, troubleshoot basic issues, maintain accurate documentation, and collaborate with L2 administrators and platform owners when more complex support is required.

You will also contribute to continuous improvement efforts by identifying recurring issues, enhancing knowledge resources, supporting queue performance reporting, and helping improve support processes that enable our teams to work more effectively around the globe.

What you bring to the role: Your strengths, our vision

• Around 3 to 5 years of experience using or supporting Helpdesk operations in an administrative, operational, or agent-support capacity.
• Experience managing shared support queues, service requests, or ticket-based support processes in a fast-paced environment.
• Working knowledge of Zendesk tickets, users, organizations, groups, views, macros, workflows, and platform administration best practice is an advantage.
• Strong customer service, communication, prioritization, and documentation skills with the ability to support stakeholders across global teams.
• Experience following established processes, governance requirements, security controls, and escalation procedures while maintaining a high level of accuracy and attention to detail.