MSP IT Helpdesk Specialist – Fast-Paced Support

Staff4Me; Compostela; On-site; PHP 290,000 - 402,000; Full time

Job summary

Staff4Me in Cebu City, Philippines seeks an IT Helpdesk/MSP professional to provide frontline support to clients via phone, email, chat, and tickets. You will resolve basic workstation, device, email, and network issues and ensure timely responses within SLAs.

The role requires 1–2 years in IT support and a high school diploma (associates preferred). Strong customer service and communication skills are essential; familiarity with ConnectWise, ServiceNow, Zendesk and Microsoft 365 is a plus.

Qualifications

• 1–2 years of IT support or MSP experience.
• Customer service mindset with ability to manage multiple tasks.
• Follow processes with sound judgment and strong communication.
• Basics of Windows/macOS, AD, DNS/DHCP, and networking.
• Experience with ticketing systems: ConnectWise, ServiceNow, Zendesk.

Responsibilities

• Serve as the primary contact for support requests via phone, email, chat, and tickets.
• Troubleshoot and resolve basic IT issues on workstations, devices, printers, and email.
• Address HSIA and network connectivity problems (modems, routers, LAN/WAN).
• Log, categorize, and prioritize tickets to meet SLA targets.
• Provide first-call resolution when possible and escalate when needed.
• Follow SOPs, document issues and resolutions, and support onboarding/offboarding.

Education

High school diploma or equivalent

Associates degree in IT or related field preferred

Tools

ConnectWise

ServiceNow

Zendesk

Microsoft 365 administration

RMM tools

Job description

Staff4Me in Cebu City, Philippines seeks an IT Helpdesk/MSP professional to provide frontline support to clients via phone, email, chat, and tickets. You will resolve basic workstation, device, email, and network issues and ensure timely responses within SLAs.

The role requires 1–2 years in IT support and a high school diploma (associates preferred). Strong customer service and communication skills are essential; familiarity with ConnectWise, ServiceNow, Zendesk and Microsoft 365 is a plus.