Technical Helpdesk Agent

SMS Global Technologies Inc.; Metro Manila; Hybrid; PHP 250,000 - 380,000; Full time

Job summary

SMS Global Technologies Inc. is hiring for a 24x7 Level 1 Helpdesk/Service Desk professional based in Metro Manila.

The role involves providing initial technical support via phone, email, and ticketing systems, with monitoring of alerts and incident management across hardware, software, and network issues. Ideal candidates are fresh graduates or those with up to 1 year of relevant experience, possessing strong communication skills and a customer-oriented approach.

Qualifications

• Bachelor’s degree in IT or related field.
• Fresh graduates welcome; internship, OJT, or academic project experience is an advantage.
• Candidates with at least 1 year of experience in Helpdesk, Service Desk or similar roles are preferred.

Responsibilities

• Provide 24x7 Level 1 technical support through phone, email, ticketing systems, and other approved 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 incidents to Level 2/Level 3 support per procedures.
• Ensure proper and timely escalation of critical incidents to minimize service impact.
• Monitor assigned tickets and ensure timely updates and resolution per SLA.
• Coordinate with technical teams, vendors, and clients during incident resolution.
• Provide regular status updates to clients and internal stakeholders.
• Participate in incident monitoring and support during scheduled maintenance.
• Prepare shift turnover reports and handover pending incidents.
• Identify recurring issues and escalate for further investigation and problem management.
• Maintain professionalism and customer service in client interactions.
• Comply with company policies, security requirements, and Managed Services processes.

Skills

Customer service

Analytical thinking

Troubleshooting

Communication skills

Education

Bachelor’s degree in IT or related field

Job description

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 escalte 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.