Onsite IT Support Desk Agent - 24/7

Lennor Group; Taguig; Vor Ort; PHP 260.000 - 480.000; Vollzeit

Zusammenfassung

Lennor Group, via PaxSigna, is seeking a customer-focused L1 IT Service Desk Specialist to provide first-line IT support to end users in Taguig, Philippines. The role covers incident handling, basic troubleshooting, and fulfilling SLAs across multiple channels.

The ideal candidate should have Windows 10/11 and Microsoft 365 proficiency, basic networking knowledge, and experience with ITSM platforms like ServiceNow. Onsite work setup and 24/7 availability may be required.

Qualifikationen

• Solid understanding of Windows 10/11 and common desktop issues.
• Hands-on experience with Microsoft 365 apps (Outlook, Teams, OneDrive).
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
• Experience using ITSM platforms such as ServiceNow for incident and service request management.
• Familiarity with Active Directory user administration (password resets, unlocks).
• Strong troubleshooting, diagnostic, and problem-solving skills.
• Good verbal and written communication with a customer-focused approach.
• Ability to multitask and work well in a team.
• Willingness to work a 24/7 shift schedule including weekends/holidays.

Aufgaben

• Provide first-level IT support via phone, email, chat, and portals.
• Log, categorize, prioritize, investigate, and resolve incidents per SLAs.
• Perform initial troubleshooting on Windows PCs, MS 365 apps, and network issues.
• Handle routine requests: password resets, account unlocks, software installs, access provisioning.
• Escalate complex issues to L2/L3 with complete diagnostics and documentation.
• Monitor queues and provide timely updates and resolutions to users.
• Maintain accurate incident records and knowledge base entries.
• Identify recurring issues and suggest improvements for service desk processes.
• Support problem management by highlighting common causes and solutions.
• Assist in shift handovers to ensure continuous service desk operations.

Kenntnisse

Windows 10/11 support

Microsoft 365

Networking basics

ITSM platforms (ServiceNow)

Active Directory admin

Troubleshooting

Communication

Multitasking

Teamwork

24/7 shift availability

Ausbildung

Bachelor's in Computer Science/IT

ITIL Foundation certification

Tools

ServiceNow

Remote desktop tools

Jobbeschreibung

Lennor Group, via PaxSigna, is seeking a customer-focused L1 IT Service Desk Specialist to provide first-line IT support to end users in Taguig, Philippines. The role covers incident handling, basic troubleshooting, and fulfilling SLAs across multiple channels.

The ideal candidate should have Windows 10/11 and Microsoft 365 proficiency, basic networking knowledge, and experience with ITSM platforms like ServiceNow. Onsite work setup and 24/7 availability may be required.