Retail IT Support Specialist | Onsite then Hybrid

Eastvantage Group; Taguig; On-site; PHP 240,000 - 360,000; Full time

Job summary

Eastvantage Group is seeking a Service Desk Analyst – Retail to support IT systems across retail and QSR environments in Taguig. The role covers diagnosing hardware/software/OS issues on desktops, laptops, and printers, plus user account and mailbox administration.

The position requires strong customer-facing support, knowledge of AD/DHCP/DNS/Group Policy, and experience with ITIL frameworks. Onsite work for the first 3 months, then hybrid with potential 24/7 shifts.

Qualifications

• Experience in a quick-service restaurant (QSR) or service station environment is essential.
• Strong experience in a technical, customer-facing support role.
• Background in service desk operations, incident management, and technical troubleshooting.

Responsibilities

• Diagnose and resolve hardware, software, and operating system issues involving desktops, laptops, portable devices, and printers.
• Perform first-level administration tasks, including password resets, user account creation and deletion, and mailbox administration.
• Provide basic support for Active Directory, DHCP, DNS, Group Policy, and other related server technologies.
• Conduct backup checks, identify errors, and raise tickets for further investigation.
• Log, track, prioritize, and route incidents and service requests while documenting resolutions accurately.
• Identify recurring issues and create problem records for root cause analysis.
• Manage complex technical issues within the team and provide escalation support when required.
• Maintain knowledge base articles, troubleshooting guides, and documentation to improve resolution times.
• Communicate with customers, vendors, and internal teams to resolve technical issues and improve service delivery.
• Provide technical guidance and training to customers, engineering teams, and other internal stakeholders.
• Support technical projects by assisting project managers with scope, risks, and service requirements.
• Visit customer sites when necessary to provide hands-on technical assistance.
• Meet individual performance targets and service-level agreements (SLAs).
• Participate in a rotating 24/7 shift schedule and/or on-call roster as required.

Skills

Windows OS

Printer troubleshooting

Active Directory

DHCP

DNS

Group Policy

ITIL

POS systems

KDS

UPS knowledge

Incident management

Customer-facing support

Tools

ITSM tools

Ticketing system

Job description

Eastvantage Group is seeking a Service Desk Analyst – Retail to support IT systems across retail and QSR environments in Taguig. The role covers diagnosing hardware/software/OS issues on desktops, laptops, and printers, plus user account and mailbox administration.

The position requires strong customer-facing support, knowledge of AD/DHCP/DNS/Group Policy, and experience with ITIL frameworks. Onsite work for the first 3 months, then hybrid with potential 24/7 shifts.