Tier 1 IT Service Desk Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 180,000 - 320,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a Tier 1 Service Desk Specialist to resolve end-user incidents related to hardware, software, and network connectivity in a 24/7 support environment.

You will manage incidents via ticketing systems, provide initial troubleshooting for Windows, macOS, printers, LAN/WAN, VPN, and Microsoft apps, and escalate when needed while documenting steps and contributing to knowledge base articles.

Qualifications

• High school diploma required.
• Minimum of two years in IT support or service desk.
• Experience with Windows, macOS, printers, LAN/WAN, VPN, and Microsoft applications.
• Strong troubleshooting skills and the ability to prioritize tickets.
• Ability to work in a 24x7 or on-call environment.
• Clear written and verbal English communication.

Responsibilities

• Receive and manage incidents through ticketing systems, service portals, email, and phone.
• Diagnose and resolve Tier I issues across Windows, macOS, printers, LAN/WAN, VPN, and mobile devices.
• Escalate complex incidents to Tier II or appropriate teams when needed.
• Install, configure, and maintain hardware and software.
• Create and maintain Knowledge Base articles.
• Meet SLAs and KPIs.
• Collaborate with IT teams and stakeholders to resolve issues.

Skills

Incident management

Service desk processes

Windows support

macOS support

Printer support

LAN/WAN

VPN

Microsoft applications

Troubleshooting

Ticketing systems

24x7/on-call support

English communication

Education

High school diploma

Tools

Ticketing systems

Microsoft 365

Job description

Job Summary

The Tier 1 Service Desk Specialist is responsible in resolving end-user incidents related to hardware, software, and network connectivity. The role ensures timely issue resolution, proper escalation, and high-quality customer service in a 24/7 support environment.

Job Description

• Receive and manage incidents through ticketing systems, service portals, email, and phone.
• Diagnose and resolve Tier I issues involving Windows, macOS, printers, LAN/WAN, VPN, and mobile devices.
• Provide troubleshooting support for Microsoft applications and endpoint devices.
• Escalate complex incidents to Tier II or appropriate teams when necessary.
• Install, configure, and maintain computer hardware and software systems.
• Perform minor hardware repairs and equipment setup.
• Assist users with application support and system navigation.
• Perform basic systems administration tasks for end-user computing environments.
• Monitor systems and support infrastructure to ensure stability.
• Participate in system upgrades and implementations.
• Document incidents, resolutions, and troubleshooting steps accurately.
• Create and maintain Knowledge Base articles.
• Adhere to IT Asset Management (ITAM) policies and procedures.
• Meet departmental KPIs and service-level expectations.
• Collaborate with internal IT teams and stakeholders to resolve recurring issues.
• Support IS project initiatives as assigned.
• Contribute to continuous improvement and professional development plans.

Screening Criteria

• High school diploma required.
• Minimum of two (2) years of experience in IT support or service desk role.
• Experience handling Tier I troubleshooting incidents.
• Experience supporting Windows and endpoint devices.
• Experience using ticketing systems.
• Must have stable employment history.

Required Qualifications

• Knowledge in incident management and service desk processes.
• Experience supporting Windows, macOS, printers, LAN/WAN, VPN, and Microsoft applications.
• Demonstrates strong troubleshooting skills in hardware, software, and network connectivity.
• Demonstrates the ability to prioritize tickets and meet service-level agreements.
• Demonstrates the ability to work in a 24x7 or on-call support environment.
• Clear and coherent both written and verbal communication skills in English.

Desired Qualifications

• Associates Degree in Technology related field preferred.
• Experience in a hospital or healthcare related organization is a plus.
• CompTIA A+, Network+, or Security+ certification preferred.
• Microsoft M365 Fundamentals certification preferred.
• Google IT Support Professional Certificate preferred.