Help Desk Specialist

6 days ago

Sorsogon, Bicol, Philippines beBeeIt Full time ₱3,000,000 - ₱4,500,000
IT Support Professional

The IT Support Professional plays a pivotal role in delivering direct user assistance via phone, email, and ticketing systems. This position is responsible for resolving Tier 1 and select Tier 2 support issues, managing user provisioning across multiple platforms, and maintaining technical documentation.

This long-term, Tier 1-focused role emphasizes service excellence, ownership, and consistency. The successful candidate will be self-motivated, able to prioritize tasks, and take ownership of responsibilities.

  • 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
Key Responsibilities

The IT Support Professional is accountable for:

  • Serving as primary intake for support requests across multiple channels
  • Assisting the IT Manager and Tier 2 Support Specialist on projects and cross-functional initiatives
  • Monitoring recurring issues and flagging opportunities for automation or process refinement
  • Providing new hire onboarding setup and support for all systems
  • Assisting with release of quarantined email requests
Requirements

To succeed in this role, you should possess:

  • Associate degree or equivalent experience in Information Technology or related field
  • CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar, 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

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