Remote IT Service Desk Technician

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 279,000 - 502,200; Full time

Job summary

Acquire Intelligence Philippines Inc. is seeking an IT Helpdesk Support Specialist to troubleshoot equipment, respond to tickets via phone, chat, and email, and escalate issues when needed. You will mentor new hires during nesting and maintain documentation for end-user problems.

The role covers software, hardware, networking, and data center tasks. We value clear communication, attention to detail, and strong customer service. Shifts may include evenings, weekends, and holidays.

Qualifications

• Excellent written and verbal communication skills.
• Superior analytical and problem-solving abilities with keen attention to detail.
• Ability to respond to requests for technical assistance via phone and electronic means.
• Ability to diagnose problems in a complex environment and provide effective solutions quickly.
• Ability to follow, document, and maintain standard procedures.
• Willing to work variable shifts including evenings, weekends and public holidays.

Responsibilities

• Troubleshoots equipment malfunctions and corrects them as directed by knowledge-based tool or supervisor.
• Takes immediate action to escalated tickets and close it as soon as issue has been confirmed resolved.
• Provide IT support services over the phone, chat, tickets and through other electronic means.
• Mentor’s new hires during the nesting period.
• Document, track and monitor end-user problems to ensure timely resolution.
• Research and implement fixes for new issues.
• May work with infrastructure and create new solutions.
• Assists with maintaining an accurate Service Desk knowledge-based tool.
• Area of support includes: Troubleshooting, software problems. configuration, database administration, network setup/diagnoses, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues
• Virus/Spyware Removal/Detection
• Reports complex issues to Incident Manager

Skills

Communication skills

Analytical thinking

Problem solving

Documentation

Customer focus

Job description

Acquire Intelligence Philippines Inc. is seeking an IT Helpdesk Support Specialist to troubleshoot equipment, respond to tickets via phone, chat, and email, and escalate issues when needed. You will mentor new hires during nesting and maintain documentation for end-user problems.

The role covers software, hardware, networking, and data center tasks. We value clear communication, attention to detail, and strong customer service. Shifts may include evenings, weekends, and holidays.