Tier 1 IT Support Specialist: Windows/macOS & 365/Google

Scalis LLC

Makati

On-site

PHP 320,000 - 520,000

Full time

6 days ago

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Job summary

Scalis LLC in the Philippines is seeking a Tier 1 IT Support Specialist to act as the first line of support for a global workforce. You will handle initial triage, basic troubleshooting, and standard access requests across core enterprise tools.

The role offers growth into Tier 2 with exposure to security tools like Zscaler and RMM platforms.

Strong fundamentals in Microsoft 365 and Google Workspace, plus solid ticket documentation, are essential.

Qualifications

Solid fundamentals in Microsoft 365 and/or Google Workspace administration.
Strong troubleshooting instincts and process adherence.
Experience with ticketing systems and IT asset management.

Responsibilities

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 per SLAs.
Perform initial troubleshooting using runbooks and guided diagnostic questions.
Resolve common Level 1 issues on first contact whenever 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 (10+ assets/month).
Guide users through standard self-service steps and connectivity checks.
Log hardware and device details in IT asset management tools (e.g., Snipe-IT).
Provision, modify, and deactivate user accounts across Microsoft 365/Entra ID and Google Workspace.