Service Desk Technician 1 | WFH | Night Shift | Weekends Off | Day 1 HMO

Emapta; Pampanga; Remote; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Day 1 HMO and customized coverage

Competitive salary package

Night differential pay to maximize ваш

Job summary

Emapta Philippines is seeking a Service Desk Technician 1 to support US-based clients from a permanent work-from-home setup. You will resolve incidents, troubleshoot Microsoft 365, and provide first-line IT support across time zones as part of a global team.

The role requires 1–3 years in IT support, ITIL familiarity is a plus, and certifications like A+ or Network+ are preferred. Night shifts with weekend offs are offered along with comprehensive benefits and ongoing professional development.

Qualifications

• Associate or bachelor's degree in Computer Science, Information Technology, or a related field.
• 1 to 3 years of experience as a Service Desk Technician, IT Helpdesk Technician, or Technical Support Specialist, preferably with U.S.-based clients.
• CompTIA A+, CompTIA Network+ or equivalent IT certifications are preferred.
• Familiarity with Information Technology Infrastructure Library (ITIL) practices is an advantage.

Responsibilities

• Provide first-level technical support to end users via phone, email, and remote assistance tools (e.g., Bomgar, Remote Desktop).
• Respond to IT incidents and service requests and resolve tickets within SLAs.
• Diagnose and resolve basic hardware, software, and network connectivity issues.
• Configure, deploy, and maintain laptops, desktops, mobile devices, and peripherals.
• Install and update software applications, security patches, and operating system components.
• Provide technical assistance for Microsoft Windows operating systems and Microsoft 365 apps.
• Provision user accounts, reset passwords, and manage access permissions.
• Maintain IT asset records and assist with hardware inventory audits.
• Document incidents and resolutions in the helpdesk system.
• Escalate complex issues to Level 2/3 or external vendors when needed.
• Assist with onboarding/offboarding and equipment allocation.
• Perform routine system health checks and preventive maintenance.
• Educate end users on IT policies and security practices.
• Ensure compliance with IT procedures and regulatory requirements.

Skills

Windows OS

Microsoft 365

Active Directory

Remote support tools

ITIL familiarity

Helpdesk tickets

Education

Associate or Bachelor's in CS/IT

Tools

Bomgar

Remote Desktop

ITSM ticketing systems

Job description

An International IT Career Connected to America's Construction Industry

Reliable IT systems are essential to the professionals responsible for America's construction projects. As a Service Desk Technician 1, you'll resolve service requests, troubleshoot Microsoft 365 environments, and maintain business connectivity across international teams. Pursue a lasting global career with Emapta, where remote work, continuous professional development, and meaningful international exposure create opportunities for Top 1% talent.

Job Overview

• Employment Type: Full-time
• Shift: Night Shift | 11:00 PM-8:00 AM PH Time | Weekends Off
• Work Setup: Permanent Work From Home

Exciting Perks Await!

• Day 1 HMO and customized coverage
• Competitive salary package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• Fixed weekends off
• Salary Advance Program through Emapta's banking partner, subject to eligibility, bank assessment, and approval; available to eligible account holders with at least six months of company tenure
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to office gyms in Ortigas and Makati, with a complimentary physical fitness trainer
• Exclusive Emapta Lifestyle perks, including hotel and restaurant discounts and more
• Unlimited opportunities to earn employee referral incentives across the organization
• Standard government-mandated and Emapta benefits
• A total of 15 annual leave credits for use at your discretion, including five credits convertible to cash
• Milestone rewards, including additional service incentive leave credits upon achievement of service milestones and a loyalty bonus
• Fun employee engagement activities
• Mentorship and exposure to global leaders and international teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Education, Certifications, and Professional Experience

• Associate or bachelor's degree in Computer Science, Information Technology, or a related field.
• 1 to 3 years of experience as a Service Desk Technician, IT Helpdesk Technician, or Technical Support Specialist, preferably with U.S.-based clients.
• CompTIA A+, CompTIA Network+, or equivalent IT certifications are preferred.
• Familiarity with Information Technology Infrastructure Library (ITIL) practices is an advantage.

Technical Skills

• Proficiency in Windows operating systems, Microsoft 365 applications, and basic Active Directory administration.
• Familiarity with remote support tools and IT helpdesk ticketing systems.
• Foundational knowledge of networking concepts, including IP addressing, DNS, DHCP, and VPN technologies.
• Ability to apply structured troubleshooting methods and follow established escalation procedures.

Business and Service Management Skills

• Strong organizational, time management, and task prioritization skills.
• Ability to follow standardized workflows and contribute to process improvements.
• Basic knowledge of IT Service Management (ITSM) practices and technical documentation standards.

Interpersonal Skills

• Excellent written and verbal English communication skills.
• Strong collaboration skills and ability to coordinate effectively across departments.
• Professional demeanor and customer-focused approach to end-user support.

Personal Competencies

• Excellent attention to detail and accountability in task execution.
• Strong initiative, resourcefulness, and commitment to continuous learning.
• Adaptability and resilience in a fast-paced, shift-based IT support environment.

Physical Requirements

• Ability to sit or stand for extended periods.
• Ability to occasionally lift and move IT equipment weighing up to 25 pounds, including monitors, computers, and peripherals.
• Ability to operate standard office equipment and IT hardware.

Work Environment

• Availability for a standard Monday-to-Friday work schedule.
• Flexibility to accommodate occasional travel or onsite work when required.
• Ability to work in a typical indoor environment with standard lighting and ventilation.
• Availability for occasional on-call duties or overtime during critical system outages or project deployments.

Your Daily Tasks

IT Service Desk and End-User Support

• Provide first-level technical support to end users via phone, email, and remote assistance tools such as Bomgar and Remote Desktop.
• Respond to IT incidents and service requests and resolve assigned tickets within established Service Level Agreements (SLAs).
• Diagnose and resolve basic hardware, software, and network connectivity issues.
• Configure, deploy, and maintain laptops, desktop computers, mobile devices, and peripheral equipment.
• Install and update software applications, security patches, and operating system components.
• Provide technical assistance for Microsoft Windows operating systems and Microsoft 365 applications, including Outlook, Word, Excel, and Teams.

User Access and IT Asset Management

• Provision user accounts, reset passwords, and administer access permissions according to established procedures.
• Maintain accurate IT asset records and assist with hardware inventory audits.
• Document technical incidents, diagnostic steps, and resolutions accurately in the helpdesk ticket system.
• Escalate complex technical issues to Level 2 or Level 3 support teams or external vendors when necessary.

System Maintenance and IT Compliance

• Assist with employee onboarding and offboarding processes, including IT account setup, access removal, and equipment allocation.
• Perform routine system health checks and preventive maintenance tasks.
• Educate end users on IT policies, cybersecurity practices, and available self-service resources.
• Ensure compliance with company IT procedures, security standards, and applicable regulatory requirements.

About the Client

Our client is a U.S. construction services company providing specialized operational support to businesses across the American construction industry. Their services include construction estimating, engineering assistance, virtual design and construction, project scheduling, accounting, and administrative support. Through dedicated professionals who collaborate directly with construction teams, they help streamline workflows, improve productivity, and enhance project coordination. Backed by extensive industry expertise, our client combines technical knowledge, innovative solutions, and reliable partnerships to help construction companies achieve greater efficiency and successful project outcomes.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.