Technical Helpdesk Agent

SMS Global Technologies Inc.; Metro Manila; Hybrid; PHP 279,000 - 502,000; Full time

Job summary

SMS Global Technologies Inc. in Metro Manila is seeking a capable Helpdesk/Service Desk professional to provide 24x7 Level 1 support via phone, email, and ticketing systems, perform basic troubleshooting, log and escalate incidents, and coordinate with teams and clients during resolution.

Fresh graduates are welcome; 1 year of relevant experience is preferred. Strong communication and analytical skills, plus willingness to work rotating shifts and report to the office as part of a hybrid

Qualifications

• Fresh graduates are welcome to apply.
• 1 year of experience in Helpdesk, Service Desk, Technical Support, NOC, or similar roles preferred.
• Strong analytical and troubleshooting skills.
• Good written and verbal communication skills.

Responsibilities

• Provide 24x7 Level 1 technical support through phone, email, ticketing systems, and other approved communication channels.
• Monitor network, system, and infrastructure alerts and perform initial assessment and troubleshooting.
• Receive, log, categorize, prioritize, and track incidents and service requests.
• Perform basic troubleshooting and resolution of hardware, software, and network-related issues.
• Escalate unresolved or complex incidents to Level 2/Level 3 support teams in accordance with escalation procedures.
• Ensure proper and timely escalation of critical incidents to minimize service impact.
• Monitor assigned tickets and ensure timely updates and resolution in accordance with SLA requirements.
• Coordinate with technical teams, vendors, and clients during incident resolution.
• Provide regular status updates to clients and internal stakeholders as required.
• Participate in incident monitoring and provide support during scheduled maintenance activities.
• Prepare shift turnover reports and ensure proper handover of pending incidents and activities to the incoming shift.
• Identify recurring issues and elevate them for further investigation and problem management.
• Maintain professionalism and customer service when dealing with clients.
• Comply with company policies, security requirements, and Managed Services processes.

Skills

Strong analytical and troubleshooting

Excellent written and verbal comm

Customer oriented

Helpdesk background

Education

Bachelor’s degree in Information Technology

Job description

DUTIES AND RESPONSIBILITIES:

• Provide 24x7 Level 1 technical support through phone, email, ticketing systems, and other approved communication channels.




• Monitor network, system, and infrastructure alerts and perform initial assessment and troubleshooting.




• Receive, log, categorize, prioritize, and track incidents and service requests.




• Perform basic troubleshooting and resolution of hardware, software, and network-related issues.




• Follow established troubleshooting procedures, knowledge bases, and standard operating procedures.




• Escalate unresolved or complex incidents to Level 2/Level 3 support teams in accordance with established escalation procedures.




• Ensure the proper and timely escalation of critical incidents to minimize service impact.




• Monitor assigned tickets and ensure timely updates and resolution in accordance with SLA requirements.




• Coordinate with technical teams, vendors, and clients during incident resolution.




• Provide regular status updates to clients and internal stakeholders as required.




• Participate in incident monitoring and provide support during scheduled maintenance activities.




• Prepare shift turnover reports and ensure proper handover of pending incidents and activities to the incoming shift.




• Identify recurring issues and elevate them for further investigation and problem management.




• Maintain a high level of professionalism and customer service when dealing with clients.




• Comply with company policies, security requirements, and Managed Services processes.

QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or a related field.




• Fresh graduates are welcome to apply. Relevant internship, OJT, or academic project experience is an advantage.




• Candidates with at least 1 year of experience in Helpdesk, Service Desk, Technical Support, NOC, or similar roles are preferred.




• Basic knowledge of:

  
  
  
  

  • Networking concepts, including TCP/IP, DNS, DHCP, VLANs, and routing.

  
  

  • Network troubleshooting and connectivity diagnostics.

  
  

  • Windows operating systems and common IT applications.

  
  

  • Incident and ticket management processes.

  
  
  
  



• Strong analytical and troubleshooting skills.




• Good written and verbal communication skills.




• Customer-oriented, with the ability to work effectively with different stakeholders.




• Willingness to work on a 24x7 rotating shift, including weekends and holidays.




• Ability to work under pressure and handle multiple incidents simultaneously.




• Willingness to report to the office when required as part of the hybrid work arrangement.