Technical I, Global Service Desk

Enigma Corporation; Makati; On-site; PHP 240,000 - 360,000; Full time

Job summary

Enigma Corporation seeks an IT Help Desk specialist to provide frontline technical support for employees across regions from our Makati office. You will respond via phone, email, chat, and ticket, diagnose common IT issues, manage user accounts, and escalate complex cases to senior teams.

A customer-focused communicator keeps knowledge bases current and collaborates with IT teams to ensure smooth operations.

Qualifications

• Proven experience in an IT help desk or service desk role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365, Active Directory, and remote access tools.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Outstanding communication skills, English proficient, with a customer-centric attitude.
• Ability to work in a fast-paced, global environment and manage multiple priorities.
• Complete all assigned, mandatory training within the timeframe provided.
• Participate in regular 1:1 meetings with manager and/or direct reports.

Responsibilities

• Provide Technical Support: Respond to incoming support requests via phone, email, chat, and ticket, addressing IT issues and inquiries for employees across the company regions.
• Troubleshoot and Resolve Issues: Diagnose and solve common technical problems related to desktops, laptops, mobile devices, printers, VPN, Access related concerns and company-specific applications.
• Manage User Accounts: Handle user access, including password resets, account creation, and permissions management for various systems (e.g., Active Directory, O365, VPN).
• Document and Track: Accurately log all support interactions and resolutions in our ticketing system.
• Escalate Problems: Escalate complex or unresolved issues to next level of support or other specialized teams, ensuring a smooth transition and follow-up.
• Maintain Knowledge Base: Contribute to and maintain our internal knowledge base with up-to-date solutions, guides, and best practices.
• Collaborate with Teams: Work closely with other IT teams to ensure a consistent and effective support process.

Skills

IT help desk

Windows macOS

Office 365

Active Directory

Remote access tools

Problem solving

English communication

Multitasking

Training compliance

Job description

• Provide Technical Support: Respond to incoming support requests via phone, email, chat, and ticket, addressing IT issues and inquiries for employees across the company regions.
• Troubleshoot and Resolve Issues: Diagnose and solve common technical problems related to desktops, laptops, mobile devices, printers, VPN, Access related concerns and company-specific applications.
• Manage User Accounts: Handle user access, including password resets, account creation, and permissions management for various systems (e.g., Active Directory, O365, VPN).
• Document and Track: Accurately log all support interactions and resolutions in our ticketing system.
• Escalate Problems: Escalate complex or unresolved issues to next level of support or other specialized teams, ensuring a smooth transition and follow-up.
• Maintain Knowledge Base: Contribute to and maintain our internal knowledge base with up-to-date solutions, guides, and best practices.
• Collaborate with Teams: Work closely with other IT teams to ensure a consistent and effective support process.

Responsibilities

• Provide Technical Support: Respond to incoming support requests via phone, email, chat, and ticket, addressing IT issues and inquiries for employees across the company regions.
• Troubleshoot and Resolve Issues: Diagnose and solve common technical problems related to desktops, laptops, mobile devices, printers, VPN, Access related concerns and company-specific applications.
• Manage User Accounts: Handle user access, including password resets, account creation, and permissions management for various systems (e.g., Active Directory, O365, VPN).
• Document and Track: Accurately log all support interactions and resolutions in our ticketing system.
• Escalate Problems: Escalate complex or unresolved issues to next level of support or other specialized teams, ensuring a smooth transition and follow-up.
• Maintain Knowledge Base: Contribute to and maintain our internal knowledge base with up-to-date solutions, guides, and best practices.
• Collaborate with Teams: Work closely with other IT teams to ensure a consistent and effective support process.

Qualifications

• Proven experience in an IT help desk or service desk role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365, Active Directory, and remote access tools.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Outstanding communication skills, both written and verbal, English Proficient, with a customer-centric attitude.
• Ability to work in a fast-paced, global environment and manage multiple priorities.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports