L1 Technical Support Agent

Ingram Micro, Inc.; Taguig; On-site; PHP 350,000 - 450,000; Full time

Job summary

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

You will manage Zendesk queues, prioritize and route tickets, and provide timely updates to users throughout the request lifecycle while performing routine administrative activities and ensuring governance and security standards are followed.

Qualifications

• 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.

Responsibilities

• Not explicitly separated in the HTML; responsibilities described in narrative form, including handling Zendesk support, ticket routing, updates, and collaboration with L2 admins.

Skills

Zendesk knowledge

Customer service

Documentation

Cross-functional

Tools

Zendesk admin

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.