Tier 1 MSP Helpdesk Technician

Staff4Me; General Santos; On-site; PHP 223,000 - 391,000; Full time

Job summary

Staff4Me is seeking a Tier 1 IT Helpdesk Specialist to provide frontline support for IT and HSIA issues. You will handle inquiries via phone, email, chat, and ticketing systems, perform basic diagnostics, and deliver first-call resolutions where possible.

You will troubleshoot issues across workstations, mobile devices, printers, email systems, and network connectivity, while documenting actions and escalating complex cases to Tier 2/3 as needed.

Qualifications

• 1–2 years of IT support or MSP experience.
• High school diploma or equivalent; Associate degree preferred.
• Strong customer service mindset and the ability to multitask.
• Ability to follow processes while exercising sound judgment.
• Reliable, punctual and able to work independently or in a team.
• Solid understanding of basic IT concepts, troubleshooting methodologies, and problem-solving.
• Basic understanding of Windows and/or macOS, Active Directory, networking fundamentals, and Internet/HSIA troubleshooting.
• Experience with ticketing systems (ConnectWise, ServiceNow, Zendesk).
• Excellent verbal and written communication skills.
• Ability to speak/read English professionally.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.

Responsibilities

• Serve as the primary contact for incoming support requests via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve basic technical issues related to workstations, mobile devices, printers, and email systems.
• Investigate network connectivity issues including modems, routers, Wi‑Fi, and LAN/WAN health.
• Log, categorize, and prioritize tickets to meet SLA targets; provide first-call resolution where possible.
• Escalate complex issues to Tier 2/3 with proper documentation; follow SOPs and runbooks.
• Maintain confidentiality and professionalism when handling client data; manage user accounts and access provisioning.
• Support onboarding/offboarding processes and maintain accurate issue/resolution records.
• Monitor system alerts and respond to notifications; continuously expand MSP tool knowledge.

Skills

Customer service

Troubleshooting

Multi-tasking

Process adherence

Documentation

Teamwork

English proficiency

Time management

Education

Associates degree in IT or related field

CompTIA A+

CompTIA Network+

Microsoft Fundamentals (MS-900)

AZ-900

ITIL Foundation

Tools

ConnectWise

ServiceNow

Zendesk

Microsoft 365 administration

RMM tools

Job description

Staff4Me is seeking a Tier 1 IT Helpdesk Specialist to provide frontline support for IT and HSIA issues. You will handle inquiries via phone, email, chat, and ticketing systems, perform basic diagnostics, and deliver first-call resolutions where possible.

You will troubleshoot issues across workstations, mobile devices, printers, email systems, and network connectivity, while documenting actions and escalating complex cases to Tier 2/3 as needed.