VS01693 - Helpdesk Support Engineer

E4 Software Services Pvt Ltd.; Hinoba-an; On-site; PHP 240,000 - 360,000; Full time

Job summary

E4 Software Services Pvt Ltd. is seeking an IT Helpdesk Specialist in the Philippines to provide frontline support for computer-related issues. You will handle password resets, system lockouts, and Microsoft 365 administration, delivering care via phone and remote desktop sessions.

Responsibilities include documenting resolutions, guiding users through troubleshooting, and escalating when needed to ensure fast, effective service and secure connectivity.

Qualifications

• Experience providing phone and remote desktop support.
• Proficient in troubleshooting computer-related issues.
• Strong customer service and communication skills.
• Familiarity with Microsoft 365 and email apps such as Outlook.

Responsibilities

• Provide technical assistance to users via phone and remote desktop.
• Guide users through troubleshooting steps to resolve technical problems.
• Install, configure, and troubleshoot Microsoft 365 components.
• Serve as first point of contact and escalate when needed.
• Document issues and resolutions, maintain knowledge bases.

Skills

Phone support

Remote desktop support

Troubleshooting

Customer service

Documentation

Tools

Microsoft 365 admin

Azure basics

Active Directory

VPN management

Outlook issues

Job description

• Provide technical assistance to users experiencing computer-related issues, including password resets, system lockouts, and application support.
• Deliver support via phone and remote desktop access; prior experience in both is required.
• Guide users through troubleshooting steps to resolve technical problems effectively.
• Install, configure, and troubleshoot components within the Microsoft 365 suite.
• Serve as the first point of contact for technical issue resolution and escalation.
• Document issues and resolutions accurately, maintain knowledge bases, and ensure high-quality customer service.
• Possess foundational knowledge of Microsoft 365 and basic Azure cloud concepts.
• Diagnose and resolve software, connectivity, and operational issues to reduce incident resolution time.
• Manage remote desktop connections and configure VPN access for secure connectivity.

Roles and responsibilities

• Account creation in Active Directory, password resets, OTP issues
• MFA enablement, disablement, and enforcement
• Travel user access and VPN setup/issues
• Outlook-related issues
• Unblock Request for Prospectus Delivery Mailbox
• User Authentication Detected from Suspicious VPS Provider
• Onboarding new user from laptop setup to assignment License on M365 admin Console MFA enabled. Following the Microsoft form to assign the license during onboarding. MS Teams Phone assignment.