IT Technical Support Professional

3 days ago

Mandaue City, Central Visayas, Philippines beBeeTechnician Full time ₱540,000 - ₱740,000

Help Desk Technician: A Key Role in IT Operations

We are seeking an experienced Help Desk Technician to join our team. As the first point of contact for internal technology issues, this role is responsible for providing direct user assistance via various channels, including phone, email, Teams, and ticketing systems. The successful candidate will be able to triage, resolve, or escalate support requests in a timely and professional manner.

Responsibilities include:

  • Providing primary intake for support requests across multiple channels (Atera ticketing, Teams, phone, email)
  • Triage and resolve Tier 1 issues; escalate unresolved items after 1 hour of investigation/troubleshooting
  • Provision/deprovision user accounts in Active Directory, Microsoft 365, Teams Voice, Intune, and other platforms
  • Configure and deploy new Windows devices using Autopilot and Intune policies
  • Support end-users on desktop/laptop issues, mobile device setup, email configuration, MFA setup (Microsoft Authenticator), and printer issues (Windows Print Server)
  • Install and configure business applications and tools
  • Provide remote support via Splashtop
  • Log all support interactions and resolutions with attention to detail and within SLA expectations
  • Monitor ticket queue and ensure tickets are responded to and closed within SLA 90%+ of the time
  • Document known issues, solutions, and update the IT knowledge base regularly
  • Identify documentation gaps and track them for knowledge base updates
  • Assist the IT Manager and Tier 2 Support Specialist on projects and cross-functional initiatives
  • Monitor recurring issues and flag opportunities for automation or process refinement
  • Provide new hire onboarding setup and support for all systems

The ideal candidate will possess:

  • Associate degree or equivalent experience in Information Technology or related field
  • CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar, is preferred
  • 2–4 years in a help desk or technical support role
  • Prior experience with device provisioning and user account administration
  • Demonstrated experience supporting Windows environments and Microsoft 365
  • Familiarity with common SMB tools and IT infrastructure
  • Strong communication and customer service skills under pressure
  • Excellent documentation and organizational abilities
  • Self-motivated with the ability to prioritize and take ownership

This is a long-term, Tier 1-focused role with a strong emphasis on service, ownership, and consistency. We offer a competitive compensation package and a supportive work environment.

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