IT Help Desk Specialist

1 week ago

Ayala Alabang, National Capital Region, Philippines beBeeDeskSupport Full time
Desktop Support Specialist

This role involves providing frontline technical support to end-users, helping to maintain and troubleshoot desktops, laptops, and related IT systems. As a Desktop Support Specialist, you will be the first point of contact for resolving technical issues, ensuring smooth day-to-day operations and minimizing downtime across the organization.

In this position, you will handle basic hardware and software problems, assist with system setups, and escalate more complex issues to higher-tier support teams. Your focus will be on delivering efficient, professional service to support a reliable and productive technology environment.

This is an entry-level role that operates on a fixed second shift, running from 4 PM to 12 AM PHT, Sunday through Thursday. Employees working this shift will receive shift differential pay to compensate for working outside regular daytime hours.

As a Desktop Support Specialist, you will primarily support employees within the EMEA and APAC regions, providing both in-person and remote assistance. Occasionally, the technician may also provide remote support to employees in other global regions as needed. Approximately 90% of interactions are internal, working closely with end-users and internal teams.

Responsibilities include:

  • Providing timely support services to employees with basic/first-level technical problems and information technology issues involving desktop, laptop, or network services.
  • Assisting both onsite and remote employees.
  • Creating and tracking help desk tickets in the system to ensure prompt and satisfactory resolution to issues.
  • Installing and supporting licensed and internal software/hardware.
  • Tracking computer hardware and software assets.
  • Providing support for Active Directory account management, including password resets, account unlocks, and user information updates.
  • Maintaining and repairing printers, PCs, laptops, monitors, and coordinating service repairs with tier 2 techs as needed.
  • Escalating issues as necessary to appropriate support team.

Required skills and qualifications include:

  • A degree level or equivalent qualification in an IT-related discipline.
  • Proficiency in Microsoft Windows 10/11 and MacOS.
  • Proficiency in supporting Microsoft Office 365, including Microsoft Teams.
  • Familiarity with Active Directory and Group Policy.
  • Knowledge of SmartDeploy or other computer imaging tools.
  • Knowledge of Atlassian Jira Service Management (JSM) or similar ticketing systems.
  • Experience with Dell Latitude and Mobile Precision laptops.
  • Experience with Apple MacBook Air and MacBook Pro laptops.
  • Ability to work independently and in small teams.
  • Excellent written and spoken English.
  • Track record of learning and applying new technologies to solve problems.
  • Excels at working in a fast-paced entrepreneurial environment.
  • Strong communication skills.

Benefits of this role include:

  • Shift differential pay for working outside regular daytime hours.

Other information about this role includes:

  • Approximately 30% of the time will be dedicated to learning from managers and colleagues.
  • Up to 10% of the role involves liaising with external vendors or suppliers to coordinate services and equipment support.

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