Senior IT Helpdesk Technician

PSD Energy; Manila; On-site; PHP 350,000 - 520,000; Full time

Job summary

PSD Energy is seeking a Senior IT Helpdesk Technician to join our internal IT support team in the Philippines. You will provide first and second-level support for hardware, software and connectivity, manage helpdesk tickets and assist with onboarding, access, and security across Microsoft 365 and Windows environments.

You will work under the IT Manager, helping maintain a reliable IT environment, document processes and support junior staff while contributing to continuous improvement across

Qualifications

• Experience as Senior Helpdesk Technician or similar role.
• Experience supporting Microsoft 365 and Windows environments.
• Experience using helpdesk ticketing systems and remote support tools.
• Ability to manage multiple support requests and prioritize.
• Strong communication and documentation skills.
• Understanding of data security and IT compliance.

Responsibilities

• Provide first and second-level technical support across hardware, software, and connectivity.
• Manage and resolve helpdesk tickets promptly and professionally.
• Troubleshoot escalated issues and implement practical solutions.
• Support setup and maintenance of laptops, desktops, mobile devices, printers and apps.
• Assist with user accounts, access, passwords and onboarding/offboarding.
• Support system updates, software installations, and security requirements.
• Maintain accurate documentation and knowledge base articles.

Skills

Troubleshooting

Microsoft 365

Windows OS

Helpdesk tools

Communication

Documentation

Education

IT certifications (e.g., CompTIA A+, ITIL)

Tools

Helpdesk ticketing systems

Remote support tools

Remote access tools

Job description

PSD Energy is a leading energy solutions provider specialising in the design, delivery and management of renewable energy projects across Australia. Our projects contribute to a sustainable future, and we pride ourselves on fostering innovation, collaboration and professional growth.

To support our Australian operations, we are seeking an experienced Senior IT Helpdesk Technician to join our internal information technology support team in the Philippines.

Opportunity

Reporting to the IT Manager, the Senior IT Helpdesk Technician will play a key role in supporting day-to-day technology operations across the business.

This role is suited to a confident and customer-focused information technology professional who can provide high-quality technical support, troubleshoot complex issues, manage helpdesk tickets, support junior team members and contribute to continuous improvement across systems, processes and service delivery.

You will be responsible for providing responsive support to employees, ensuring technology issues are resolved efficiently and helping maintain a reliable, secure and well-supported information technology environment.

Key Responsibilities

In this role, you will be responsible for:

• Providing first and second-level technical support to employees across hardware, software, systems and connectivity issues

• Managing and resolving helpdesk tickets in a timely and professional manner

• Troubleshooting escalated technical issues and providing practical solutions

• Supporting the setup, configuration and maintenance of laptops, desktops, mobile devices, printers, peripherals and business applications

• Assisting with user account setup, access permissions, password resets and onboarding/offboarding requirements

• Supporting Microsoft 365, Windows operating systems, remote access tools and other business systems

• Troubleshooting network, connectivity, email and application-related issues

• Supporting system updates, software installations, patching and security requirements

• Maintaining accurate documentation, knowledge base articles and support records

• Assisting with information technology asset management and equipment tracking

• Supporting information technology policies, procedures and security standards

• Providing guidance and support to junior helpdesk team members where required

• Identifying recurring issues and recommending process or system improvements

• Working closely with the IT Manager and broader business to support reliable technology operations

About You

You are an experienced and proactive helpdesk professional who enjoys solving technical problems and supporting users across a busy business environment.

You will ideally have:

• Previous experience in a Senior Helpdesk Technician, Helpdesk Technician, Information Technology Support Officer or similar role

• Strong troubleshooting skills across hardware, software, network and user access issues

• Experience supporting Microsoft 365, Windows environments, laptops, desktops, mobile devices and common business applications

• Experience using helpdesk ticketing systems and remote support tools

• Ability to manage and prioritise multiple support requests

• Strong communication skills and the ability to support both technical and non-technical users

• High attention to detail and strong documentation skills

• A customer-focused approach and commitment to delivering quality support

• Understanding of data security, confidentiality and information technology compliance requirements

• Ability to work independently while collaborating effectively with the broader team

• Relevant information technology qualifications or certifications, highly regarded

Why Join Us?

• Work in a collaborative and supportive team environment

• Support a growing renewable energy and infrastructure business

• Be part of a company that values innovation, teamwork and professional growth

• Gain exposure to a broad range of systems, users and technical support requirements

• Contribute to reliable information technology operations that support employees and business outcomes across Australia and the Philippines