IT Help Desk Specialist

1 week ago

Manila, Philippines Tricentis Full time

Overview

Tricentis Manila, National Capital Region, Philippines. Join our global End User Support (EUS) team as an IT Help Desk Specialist. This full-time role provides 1st level hands-on, technical and customer-facing support to Windows and Mac users, with ticket-based support via chat, email and self-service tools. The position reports to the Manager of End User Support and requires a hybrid work arrangement with 3 days on-site at the local Tricentis office.

The EUS team documents all work through the ITSM ticketing tool (Requests, Incidents, Changes, Asset Management). All members are expected to be detailed-oriented, process-driven and accountable for their areas of responsibility.

Responsibilities
  • Provide 1st level remote and on-site IT support for hardware, software and network-related issues.
  • Act as the 1st point of contact for technical support issues and escalate complex problems to higher tiers as needed.
  • Identify, troubleshoot, investigate root causes, and contribute to process creation and improvement.
  • Utilize chat, email and self-service channels to assist global end-users with day-to-day IT issues.
  • Document issues and resolutions in the ITSM ticketing system.
  • Collaborate with the Global End User Support team to ensure consistent service delivery.
Qualifications
  • High School Diploma required; Associate Degree in IT or related field preferred.
  • Fluent English; excellent customer service skills and sense of urgency.
  • Strong analytical and problem-solving abilities; ability to prioritize and manage tasks in a dynamic environment.
  • Strong knowledge of Windows OS, Microsoft Office Suite, macOS, and networking fundamentals.
  • Experience with IT infrastructure concepts, desktop administration, and ITIL fundamentals (incident, request, problem, change).
Experience
  • At least 3 years in an IT Support role/Service Desk.
  • Experience with desktop administration, Active Directory, O365, vulnerability patching, and IT-security tools.
  • Experience with InTune and JAMF for hardware and software deployment; experience with PC and Mac management.
Desirable
  • A+ Certification (preferred).
  • Jamf, Intune, and Jira Service Management experience (preferred).
Why You’ll Love Working At Tricentis
  • Market-competitive salary plus performance bonus.
  • Day 1 HMO coverage with 3 dependents.
  • Hybrid work arrangement.
  • Work with the market leader in model-based automation testing.
  • Supportive and engaged leadership team.
  • Commitment to diversity and inclusion; everyone has a voice.
Job Details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Software Development
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