L1 Technical Support Agent

Ingram Micro Philippines BPO LLC; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking a diligent L1 Helpdesk Support Agent to be the first point of contact for Zendesk requests. You will manage queues, provide user updates, and perform admin tasks while upholding governance and security standards.

A strong customer service ethos and clear communication are essential for success in a fast-paced global environment. This role focuses on optimizing support operations, documenting processes, and collaborating with L2 teams to resolve issues

Qualifications

• 3–5 years of experience in Helpdesk operations or equivalent.
• Experience managing shared support queues or ticket-based processes.
• Working knowledge of Zendesk tickets, users, organizations, groups, views, macros, workflows.

Responsibilities

• Manage Zendesk support queues and route tickets to appropriate teams.
• Provide timely updates to users throughout the request lifecycle.
• Perform routine admin tasks: user updates, access modifications, org/group maintenance.
• Guide users on standard Zendesk functionality and best practices.
• Collaborate with L2 administrators and platform owners for complex issues.
• Contribute to continuous improvement and queue performance reporting.

Skills

Customer service

Communication

Documentation

Ticketing systems

Global collaboration

Prioritization

Tools

Zendesk

Job description

Job Description: Help People Work Better Through Technology

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

Who we are and how we work

Join the business behind the world's brands. At Ingram Micro, we help businesses realize 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.

With us, you’ll make technology happen in surprising ways. It’ll be a fun journey!

Learn more at

It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.

What’s in it for you?

Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else.

Let’s shape tomorrow.