Round-the-Clock IT Helpdesk Technician

SMS Global Technologies Inc.; Metro Manila; Hybrid; PHP 250,000 - 380,000; Full time

Job summary

SMS Global Technologies Inc. is hiring for a 24x7 Level 1 Helpdesk/Service Desk professional based in Metro Manila.

The role involves providing initial technical support via phone, email, and ticketing systems, with monitoring of alerts and incident management across hardware, software, and network issues. Ideal candidates are fresh graduates or those with up to 1 year of relevant experience, possessing strong communication skills and a customer-oriented approach.

Qualifications

• Bachelor’s degree in IT or related field.
• Fresh graduates welcome; internship, OJT, or academic project experience is an advantage.
• Candidates with at least 1 year of experience in Helpdesk, Service Desk or similar roles are preferred.

Responsibilities

• Provide 24x7 Level 1 technical support through phone, email, ticketing systems, and other approved channels.
• Monitor network, system, and infrastructure alerts and perform initial assessment and troubleshooting.
• Receive, log, categorize, prioritize, and track incidents and service requests.
• Perform basic troubleshooting and resolution of hardware, software, and network-related issues.
• Escalate unresolved incidents to Level 2/Level 3 support per procedures.
• Ensure proper and timely escalation of critical incidents to minimize service impact.
• Monitor assigned tickets and ensure timely updates and resolution per SLA.
• Coordinate with technical teams, vendors, and clients during incident resolution.
• Provide regular status updates to clients and internal stakeholders.
• Participate in incident monitoring and support during scheduled maintenance.
• Prepare shift turnover reports and handover pending incidents.
• Identify recurring issues and escalate for further investigation and problem management.
• Maintain professionalism and customer service in client interactions.
• Comply with company policies, security requirements, and Managed Services processes.

Skills

Customer service

Analytical thinking

Troubleshooting

Communication skills

Education

Bachelor’s degree in IT or related field

Job description

SMS Global Technologies Inc. is hiring for a 24x7 Level 1 Helpdesk/Service Desk professional based in Metro Manila.

The role involves providing initial technical support via phone, email, and ticketing systems, with monitoring of alerts and incident management across hardware, software, and network issues. Ideal candidates are fresh graduates or those with up to 1 year of relevant experience, possessing strong communication skills and a customer-oriented approach.