Technical Support Specialist

6 days ago

Manila, National Capital Region, Philippines beBeeHelpDesk Full time ₱2,500,000 - ₱4,000,000

We are seeking an experienced IT Help Desk Technician to join our team.

About the Role

The successful candidate will serve as the primary point of contact for all internal technology issues, providing timely and professional assistance via phone, email, Teams, and ticketing systems. They will be responsible for triaging, resolving, or escalating support requests in a prompt and efficient manner.

This role is critical to stabilizing IT operations by resolving Tier 1 and select Tier 2 support issues and by managing user provisioning across multiple platforms. The IT Help Desk Technician will also assist in maintaining technical documentation and contribute to IT process improvement efforts.

Key Responsibilities
  • Serve as 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
  • Provide 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
  • Assist with release of quarantined email requests (DarkTrace)
Requirements

To be successful in this role, you will need:

  • 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

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