Service Desk Specialist (MAC OS/Windows)

Connext; Philippines; On-site; PHP 180,000 - 300,000; Full time

Job summary

Connext is seeking a Tier 1 Service Desk Specialist to resolve end-user incidents related to hardware, software, and network connectivity in a 24/7 support environment. You will manage incidents via ticketing systems, diagnose issues on Windows, macOS, printers, VPN, and mobile devices, and escalate when needed.

Responsibilities include documenting resolutions, maintaining KB articles, and ensuring SLA adherence. Strong English communication and stable employment history are required.

Qualifications

• High school diploma required.
• 2+ years in IT support or service desk.
• Experience with Tier I troubleshooting.
• Experience supporting Windows and endpoint devices.
• Experience using ticketing systems.
• Stable employment history.

Responsibilities

• Receive and manage incidents via ticketing systems, portals, email, and phone.
• Diagnose and resolve Tier I issues for Windows, macOS, printers, LAN/WAN, VPN, and mobile devices.
• Provide troubleshooting support for Microsoft applications and endpoint devices.
• Escalate complex incidents to Tier II when needed.
• Install, configure, and maintain computer hardware and software.
• Document incidents, resolutions, and troubleshooting steps accurately.
• Create and maintain Knowledge Base articles.
• Meet departmental KPIs and service-level expectations.
• Collaborate with internal IT teams to resolve recurring issues.

Skills

Incident management

Service desk

Troubleshooting

Ticket prioritization

24x7 on-call

English communication

Education

High school diploma

Associate degree in technology

Tools

Ticketing systems

Microsoft 365

Job description

Job Summary

The Tier 1 Service Desk Specialist is responsible in resolving end-user incidents related to hardware, software, and network connectivity. The role ensures timely issue resolution, proper escalation, and high-quality customer service in a 24/7 support environment.

Job Description

• Receive and manage incidents through ticketing systems, service portals, email, and phone.
• Diagnose and resolve Tier I issues involving Windows, macOS, printers, LAN/WAN, VPN, and mobile devices.
• Provide troubleshooting support for Microsoft applications and endpoint devices.
• Escalate complex incidents to Tier II or appropriate teams when necessary.
• Install, configure, and maintain computer hardware and software systems.
• Perform minor hardware repairs and equipment setup.
• Assist users with application support and system navigation.
• Perform basic systems administration tasks for end-user computing environments.
• Monitor systems and support infrastructure to ensure stability.
• Participate in system upgrades and implementations.
• Document incidents, resolutions, and troubleshooting steps accurately.
• Create and maintain Knowledge Base articles.
• Adhere to IT Asset Management (ITAM) policies and procedures.
• Meet departmental KPIs and service-level expectations.
• Collaborate with internal IT teams and stakeholders to resolve recurring issues.
• Support IS project initiatives as assigned.
• Contribute to continuous improvement and professional development plans.

Screening Criteria

• High school diploma required.
• Minimum of two (2) years of experience in IT support or service desk role.
• Experience handling Tier I troubleshooting incidents.
• Experience supporting Windows and endpoint devices.
• Experience using ticketing systems.
• Must have stable employment history.

Required Qualifications

• Knowledge in incident management and service desk processes.
• Experience supporting Windows, macOS, printers, LAN/WAN, VPN, and Microsoft applications.
• Demonstrates strong troubleshooting skills in hardware, software, and network connectivity.
• Demonstrates the ability to prioritize tickets and meet service-level agreements.
• Demonstrates the ability to work in a 24x7 or on-call support environment.
• Clear and coherent both written and verbal communication skills in English.

Desired Qualifications

• Associates Degree in Technology related field preferred.
• Experience in a hospital or healthcare related organization is a plus.
• CompTIA A+, Network+, or Security+ certification preferred.
• Microsoft M365 Fundamentals certification preferred.
• Google IT Support Professional Certificate preferred.