IT Helpdesk

Position Overview
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are seeking a skilled IT Helpdesk Specialist to join our IT support team. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service. As an IT Helpdesk Specialist, you will be responsible for assisting users with technical issues, troubleshooting hardware and software problems, and ensuring the smooth operation of our IT systems. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

• Provide first-level technical support to end-users via phone, email, or in-person.
• Assist users in resolving hardware and software issues, including desktops, laptops, printers, and applications.
• Walk users through step-by-step solutions and provide timely resolutions.
• Diagnose and troubleshoot hardware and software problems, identifying root causes and implementing solutions.
• Escalate complex issues to the appropriate IT support teams for further investigation and resolution.
• Perform routine maintenance tasks, such as software updates, antivirus scans, and system optimizations.
• Collaborate with IT teams to ensure the overall health and security of IT systems.
• Maintain accurate records of user issues, resolutions, and troubleshooting steps.
• Update knowledge base articles and documentation to facilitate future issue resolution.
• Provide basic training to end-users on IT systems, applications, and best practices.
• Create and distribute user guides and instructional materials as needed.
• Utilize remote desktop tools to provide support to off-site users.
• Assist users with virtual private network (VPN) connectivity and remote access.
• Assist in the deployment and configuration of new hardware and software.
• Install, upgrade, and configure software applications as needed.
• Promote and enforce IT security best practices among end-users.
• Educate users on phishing threats, password management, and other security concerns.

• Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience.
• CompTIA (A+, Network+, Server+, Security+) certifications and/or Microsoft Certified IT Professional (MCITP) are a plus but not required.
• Proven experience in an IT helpdesk or technical support role.
• Strong knowledge of hardware, operating systems, and commonly used software applications.
• Proficiency in Excel, Five9, and other data processing tasks.
• Demonstrated ability with basic networking and telephony; strong research, planning, documentation, and execution skills.
• Excellent written and oral communication skills; excellent interpersonal and customer service skills.
• Excellent work ethic and dedication.

What You Can Expect From MCI
We offer a competitive compensation and benefits package designed to reward hard work and support growth. Starting compensation is based on experience, with a variety of benefits and incentives.

• HMO Coverage plus a dependent
• Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage
• Dental Coverage and in-house dental assistance worth ₱5,000
• Free meals during training
• Career growth and learning
• Allowances for rice, clothing, laundry, and meals
• Performance and loyalty bonuses
• Frequent disinfection and workplace safety measures
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Social engagement and recognition programs
• Plus, more in-office rewards, raffles, recognition gifts, and treats

Physical & Employment Conditions
This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and headset. Reasonable accommodations will be provided per policy where available.

Conditions of Employment
All MCI locations require authorization to work in the country where the job is based. Job offers may be contingent on background/security investigations and drug screening where applicable.

Equal Opportunity Employer
MCI is an equal opportunity employer. We value diversity and do not discriminate on any protected characteristic. All employment decisions are based on merit and qualifications.

About MCI
MCI helps customers take on CX and DX challenges differently, delivering industry-leading solutions to drive performance. We offer IT services, BPM, BPO and related staffing and services across multiple geographies and brands. This description provides a general overview and is not all-inclusive. The employer reserves the right to amend the job description at any time.