Tier 1 IT Support Specialist

Bold Business; Makati; On-site; PHP 201,000 - 357,000; Full time

Job summary

Bold Business in Manila is seeking a Tier 1 IT Support Specialist to be the first line of support for a global workforce. You will handle initial triage, basic troubleshooting, and access requests across core enterprise tools, escalating complex issues to Tier 2 while documenting tickets.

You should have solid fundamentals in Microsoft 365 and Google Workspace, strong troubleshooting instincts, and a drive to grow into security tools like Zscaler, RMM platforms, and VOIP/contact-center systems.

Qualifications

• Basic understanding of Windows/macOS operating systems, Microsoft 365, and Google Workspace administration.
• Strong problem-solving mindset with ability to follow runbooks and documentation.
• Excellent customer service skills and clear written/verbal communication.
• Willingness to learn security platforms, RMM, and enterprise VOIP solutions.

Responsibilities

• Act as the frontline contact for end-users via ticketing system, email, and VOIP.
• Log, categorize, and prioritize tickets in Jira Service Management per SLAs.
• Perform initial troubleshooting using runbooks and diagnostic questions.
• Resolve common Level 1 issues on first contact when possible.
• Maintain thorough ticket records with symptoms, steps, and resolutions.
• Provide Level 1 support for Windows and macOS endpoints.
• Assist with onboarding/offboarding hardware deployment and asset handling.
• Guide users through self-service and troubleshooting steps.
• Document hardware details in IT asset management tools like Snipe-IT.
• Provision and manage user accounts across core platforms.

Skills

Troubleshooting

Customer service

Communication

Ticketing systems

Windows/macOS basics

Microsoft 365 admin basics

Google Workspace admin basics

Tools

Jira Service Management

Snipe-IT

Microsoft 365

Entra ID / Azure AD

Google Workspace

RMM platforms

VOIP systems

Zscaler

Job description

We are looking for a Tier 1 IT Support Specialist to serve as the first line of support for our global workforce. In this role, you will handle initial triage, basic troubleshooting, and standardized access requests across our core enterprise tools, escalating complex issues to Tier 2 while maintaining excellent communication and ticket documentation.

This role is ideal for someone with solid fundamentals in Microsoft 365 and/or Google Workspace, strong troubleshooting instincts, and a desire to grow into a deeper Tier 2 position working with security tools like Zscaler, RMM platforms, and VOIP/contact‑center systems.

Key Responsibilities

1. Frontline Incident & Request Management

• Act as the primary point of contact for end-users via ticketing system, email, and VOIP/phone.
• Log, categorize, and prioritize incoming tickets in Jira Service Management in accordance with established SLAs.
• Perform initial troubleshooting using standardized runbooks and guided diagnostic questions.
• Aim to resolve common Level 1 issues on first contact whenever possible.
• Maintain thorough ticket records by clearly documenting all symptoms, diagnostic steps, and resolutions.
• Provide Level 1 technical support for managed Windows and macOS endpoints.
• Assist with hardware deployment, device resets, and asset handling for onboarding/offboarding processes (managing storage/inventory for 10+ assets per month, e.g., laptops, keyboards, mice).
• Guide users through standard self-service and troubleshooting steps (reboots, clearing cache/credentials, checking VPN/client connectivity).
• Accurate logging of hardware and device details within IT asset management tools (e.g., Snipe-IT).

3. User Account & Access Management

• Provision, modify, and deactivate user accounts across core platforms:
• Microsoft 365 / Entra ID (Azure AD): Mailboxes, distribution groups, licensing, and basic Intune device enrollment.
• Google Workspace: User creation, group/alias management, and basic Organizational Unit (OU) moves.
• Process standard access requests strictly following least-privilege principles and required approval workflows.
• Assist users with password resets, MFA/2FA enrollment, and sign-in/authentication troubleshooting.

Qualifications & Core Competencies

• Technical Knowledge: Basic understanding of Windows/macOS operating systems, Microsoft 365, and Google Workspace administration.
• Problem-Solving: Logical troubleshooting mindset with the ability to follow runbooks and technical documentation.
• Customer Service: Strong written and verbal communication skills with a user-first attitude.
• Growth Mindset: Eager to learn advanced systems, including security platforms (e.g., Zscaler), RMM software, and enterprise VOIP solutions.