Service Desk- Technical Support SME (FOR POOLING)

Aether Global Technology Inc.; Albay; On-site; PHP 240,000 - 360,000; Full time

Job summary

Aether Global Technology Inc. is seeking a Service Desk Technical Support Specialist to provide hands-on hardware, software, and data communication support across designated sites (Makati, Laguna, Albay).

You will handle incident logging, diagnostic troubleshooting, and on-site asset maintenance as a Level 1 support technician. Responsibilities include hardware and software issue resolution, IMACS requests, Windows OS support, MS 365 suite troubleshooting, and coordination of warranty claims

Qualifications

• Requires a relevant technical training certificate or matching project experience.
• Mandatory platform certifications with at least 2 years of hands-on technical experience.
• Proficiency in configuring and supporting Windows 8.1 or higher environments.
• Direct experience supporting Office 2016 or higher and cloud Office 365 applications.
• Active HP Certification specialized in Desktop and Printer hardware troubleshooting.

Responsibilities

• Provide immediate phone assistance and localized problem resolution for hardware, standard software, and core business applications.
• Receive, log, gather diagnostic data, and generate trouble tickets for incoming service calls.
• Manage the full administrative lifecycle of assigned incidents, problems, and support calls through to completion.
• Process and monitor IMACS tracking requests.
• Provide Level 1 support for workstations, laptops, peripherals, and standard engineering software.
• Support corporate operating systems (Windows 11 or later) and legacy platforms as needed.
• Troubleshoot core Microsoft Productivity & Collaboration suites, including Office 365 apps.
• Deliver Level 1 assistance for Netrust Digital Certificates and manage crypto token inventory configurations.
• Perform hardware and printer troubleshooting, firmware upgrades, and coordinate warranty claims.
• Monitor inventories via the PGPC ITSM platform.
• Assist with application patch troubleshooting and routine network testing.
• Execute regular virus scans, malware removal, and local endpoint security updates.
• Perform semi-annual PM/CM routines for PCs and peripherals.
• Operate the physical barcode system for asset tracking and scanning.
• Resolve basic data communication and LAN cabling faults.
• (Tiwi Site Only) Manage data backup tapes to offsite storage.

Skills

Windows support

Office 365

Hardware troubleshooting

Printer troubleshooting

Incident management

Education

Technical training certificate

Platform certifications

Tools

ITSM platform

Crypto token management

Job description

Role Overview

Operating across designated sites (Makati, Laguna and Albay), the Service Desk Technical Support Specialist provides hands-on hardware, software, and localized data communication support. This role acts as Level 1 support, maintaining ownership of incident recording, immediate diagnostic troubleshooting, and on-site asset maintenance.

Key Responsibilities

• Provide immediate phone assistance and localized problem resolution for hardware, standard software, and core business applications.
• Receive, log, gather diagnostic data, and generate trouble tickets for incoming service calls.
• Manage the full administrative lifecycle of assigned incidents, problems, and support calls through to completion.
• Process and monitor Install, Move, Additions, Change, and Setup (IMACS) tracking requests.
• Provide Level 1 support for workstations, laptops (HP, Lenovo, or equivalent), associated peripherals, and standard engineering software.
• Support corporate operating systems (Windows 11 or later) alongside best-effort support for legacy platforms in production.
• Troubleshoot core Microsoft Productivity & Collaboration suites, including Office 2021, Exchange Online, Teams, SharePoint (Online/On-Premise), OneDrive, Project, Visio, Access, and M365 Copilot.
• Deliver Level 1 assistance for Netrust Digital Certificates and manage physical crypto token inventory configurations.
• Perform direct hardware and printer troubleshooting, executing firmware upgrades and coordinating warranty claims with vendors.
• Monitor local hardware and software inventories through the corporate PGPC ITSM platform.
• Assist with localized application patch troubleshooting and perform routine network connection testing.
• Execute regular virus scanning, malware removal, and local endpoint security signature updates.
• Perform structured semi-annual preventive and corrective maintenance (PM/CM) routines for all active PCs and peripherals.
• Implement and operate the physical barcode system for hardware asset tracking and scanning.
• Resolve basic data communication and LAN cabling faults, including patch cable replacements.
• (Tiwi Site Only) Facilitate the physical loading, unloading, and shipping validation of data backup tapes to offsite storage.

Qualifications & Requirements

• Requires a relevant technical training certificate or matching project experience.
• Mandatory platform certifications with at least 2 years of hands-on technical experience.
• Proficiency in configuring and supporting Microsoft Windows 8.1 or higher environments.
• Direct experience supporting Microsoft Office 2016 (or higher) and cloud Office 365 applications.
• Active HP Certification specialized in Desktop and Printer hardware troubleshooting.