L1 Technical Support Agent

Ingram Micro Inc.; Taguig; Hybrid; PHP 290,000 - 424,000; Full time

Job summary

Ingram Micro Inc. seeks an L1 Helpdesk Support Agent in Taguig, Philippines. You will be the first point of contact for Zendesk requests, handling routine tickets, updates, and basic platform support to keep global IT services running smoothly.

You will route issues, maintain documentation, and collaborate with L2 teams to resolve higher‑level problems, while following security controls and governance as part of a dynamic IT Operations team.

Qualifications

• 3–5 years experience in Helpdesk/IT operations.
• Experience with Zendesk tickets and admin features.
• Strong communication and documentation skills.

Responsibilities

• Serve as the first point of contact for Zendesk requests and day-to-day platform assistance.
• Manage Zendesk queues, prioritize and route tickets, and provide timely updates.
• Perform routine administrative tasks such as user updates, access modifications, and group maintenance.
• Collaborate with L2 admins and platform owners for more complex issues.

Skills

Zendesk knowledge

Customer service

Ticket management

Communication

Tools

Zendesk

Job description

## L1 Technical Support AgentApply: Hybrid: Taguig City, Philippines: Full time: Posted Today: R-117331**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.