L1 Technical Support Agent

Ingram Micro Philippines BPO LLC; Pateros; On-site; PHP 335,000 - 580,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is hiring an L1 Helpdesk Support Agent (Associate Professional, IT Operations) to be the first point of contact for Zendesk requests. You will manage tickets, updates, and routine admin tasks while maintaining security and governance standards.

Join a team that supports associates, partners, and customers globally, contributing to smooth IT operations and continuous improvement initiatives across the organization.

Qualifications

• 3–5 years of experience in helpdesk or IT operations support.
• Experience managing shared support queues and service requests.
• Familiarity with Zendesk tickets, users, organizations, and macros.
• Strong customer service, communication, and documentation skills.
• Ability to follow processes, security controls, and escalation procedures.

Responsibilities

• Serve as the first point of contact for Zendesk support requests.
• Manage Zendesk queues, prioritize and route tickets, and provide updates.
• Perform routine admin tasks: user updates, access changes, org/group maintenance.
• Document solutions and escalate complex issues to L2 when needed.
• Assist in reporting and process improvements for global teams.

Skills

Zendesk knowledge

Customer service

Ticketing & queue management

Communication

Documentation

Tools

Zendesk

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 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.