Technical Support/IT Helpdesk Specialist

Metacom Careers; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Metacom Careers is seeking a Technical Support / IT Helpdesk Specialist in the Philippines to provide first-line technical support to end users, diagnosing and resolving hardware, software, network, and system-related issues, ensuring smooth IT services and excellent customer service.

The role involves responding to tickets, managing device setup and account provisioning, and collaborating with IT teams to improve infrastructure and security practices.

Job description

Position Summary

The Technical Support / IT Helpdesk Specialist is responsible for providing first-line technical support to end users by diagnosing and resolving hardware, software, network, and system-related issues. This role ensures the smooth operation of IT services by responding to support requests, troubleshooting technical problems, maintaining IT equipment, and delivering excellent customer service.

Key Responsibilities

• Provide first-level technical support for hardware, software, operating systems, printers, mobile devices, and network connectivity issues.
• Respond to helpdesk tickets, emails, phone calls, and chat requests in a timely and professional manner.
• Diagnose, troubleshoot, and resolve technical issues or elevate complex problems to higher-level support teams.
• Install, configure, upgrade, and maintain computer hardware, software, and peripheral devices.
• Set up user accounts, passwords, email access, and permissions following company policies.
• Perform routine system maintenance, updates, and software installations.
• Document incidents, resolutions, and troubleshooting procedures within the helpdesk ticketing system.
• Support onboarding and offboarding activities, including device setup and account provisioning.
• Monitor IT systems and report recurring issues or opportunities for improvement.
• Educate users on IT best practices, security awareness, and proper use of technology resources.
• Ensure compliance with organizational IT policies, cybersecurity standards, and data protection requirements.
• Collaborate with other IT teams to resolve infrastructure, network, and application issues.