Service Desk L1 Technician

Covestic Inc; Manila; On-site; PHP 201,000 - 290,000; Full time

Job summary

Milestone Technologies is seeking a Service Desk L1 Technician to manage IT operations and application support. You will serve as the first point of contact for internal IT requests and provide hands-on hardware, software, and account support across Mac, Windows, and Linux environments.

You will assist with setup, onboarding, and basic network access, using Jira for ticketing and collaborating with vendors to resolve issues and improve processes.

Qualifications

• Experience providing IT help desk support to end users.
• Strong troubleshooting across Mac, Windows, and Linux environments.
• Familiarity with video conferencing and AV tech.
• Knowledge of basic networks and AD, cloud apps.
• Excellent communication and ability to work with limited supervision.

Responsibilities

• Be primary contact for internal IT support requests.
• Provide hardware, software, and account support to end users.
• Troubleshoot Mac, Windows, Linux devices via various channels.
• Set up devices, VPN, email, and network access for users.
• Triage and resolve or escalate tickets in Jira.
• Work with external vendors for procurement and services.

Skills

Mac OS

Windows

Linux

Jira

Customer service

Troubleshooting

Mobility & devices

Network basics

Active Directory

Video conferencing tools

Tools

Jira

Crestron

Extron

Revolab

Google Apps for Business

Job description

Milestone Technologies is actively searching for a highly skilled Service Desk L1 Technician to contribute to the effective management of IT operations and application support.. As part of our IT team, candidates must be technology enthusiasts with a commitment to delivering exceptional technical and non-technical support, outstanding customer service, and timely solutions. The ideal candidate thrives in a fast-paced, high-pressure environment.

Responsibilities

• Act as the primary contact for all internal IT support requests.
• Provide hardware, software, and account Service Desk support and technical education to end users on various devices.
• Troubleshoot Mac, Windows, and Linux software and hardware through service desk walk-ups, chat, video conference, and Jira.
• Set up mobile phones, MDM, email, VPN, and internet access for users via the secure company network.
• Triage, assign, resolve, or escape all incoming tickets.
• Perform general Network troubleshooting for network connectivity issues, digital authentication, remote access, secure Wi‑Fi, and wired connectivity.
• Procure, provision, and deploy equipment for end users.
• Work with external vendors for procurement and services.
• Onboarding administration, including preparing new hire hardware for deployment and educating new hires on software and technology-related procedures.
• Perform set‑ups, break‑downs, and transports equipment for new and existing end users.
• Manage AV equipment, tickets, and drive resolutions through the Jira ticketing system.
• Examine, design, and implement new internal procedures to improve office procedures.
• Collaborate with software and hardware vendors to solve technical issues.
• Deep understanding of root‑cause analysis and strong knowledge of Mac OS architecture.
• Resolve issues ranging from registry conflicts to system crashes for Windows and Mac OS.
• Working knowledge of various technologies, including Active Directory, Google Apps for Business, cloud storage services, basic terminal command knowledge, communications, and video conferencing tools.
• Basic understanding of networks, including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking.

Skills and Qualifications

• Previous customer service experience.
• Strong troubleshooting skills for Mac, Windows, and Linux environments.
• Familiarity with Crestron, Extron, Revolab, and video conferencing technologies.
• Understanding of analog and digital signal flow; cable termination experience is a plus.
• Excellent interpersonal communication skills and the ability to simplify explanations of complex technical issues.
• Ability to work with limited supervision, adapt to changing needs, and stay focused while performing repetitive tasks.
• Self‑motivated, detail‑oriented, and able to work in a team environment.
• Fluent in both the local language and English.