Desktop Support Technician/IT Support Analyst

41 minutes ago

Philippines Pinnacle Hire Pty Ltd Full time ₱40,000 - ₱60,000 per year

About Pinnacle Hire:

Pinnacle Hire is a dynamic and agile hire business providing 'Advanced Dewatering, Pumping & Water Treatment solutions' to the Infrastructure, Civil Construction, Mining & Quarry sectors Australia-wide. We pride ourselves on rapid response and expert knowledge, ensuring our customers have access to the most 'fit for purpose' equipment when and where they need it.

The Opportunity:

We are currently seeking a Desktop Support Technician / IT Support Analyst for a full-time, work-from-home role in the Philippines. Equipment is provided, and you'll work closely with our Australian client to provide Level 1 and Level 2 support, resolving hardware, software, and connectivity issues while ensuring smooth operations.

Key Responsibilities:

Technical Support & Troubleshooting

  • Diagnose and resolve hardware and software issues for desktops, laptops, tablets, and mobile devices (Windows and/or macOS environments).
  • Troubleshoot basic network connectivity issues (LAN, Wi-Fi, VPN) and printer configurations.
  • Administer user accounts, permissions, and access rights using Active Directory and Office 365.

Deployment & Maintenance

  • Image, configure, and deploy new computer hardware and peripherals to employees.
  • Perform routine maintenance, updates, and patching of operating systems and software applications.
  • Manage IT asset inventory, ensuring accurate tracking of hardware distribution and software licenses.

Help Desk Operations

  • Monitor the IT ticketing system (Atera), prioritizing tickets based on urgency and impact.
  • Document all support activities, solutions, and troubleshooting steps in the knowledge base.
  • Escalate complex issues to Level 3 support (Network/System Administrators) when necessary.

Onboarding & Training

  • Assist with the IT setup for new hires, including equipment provisioning and initial system orientation.
  • Educate users on security best practices (phishing awareness, password hygiene) and basic software functionality.

Education & Experience

  • Education: Degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
  • Experience: 1–3 years of proven experience in a Desktop Support or Help Desk role.
  • Certifications (Preferred): CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation.

Technical Skills

  • Strong knowledge of Microsoft Windows 10/11 and Microsoft Office 365 Suite.
  • Experience with remote support tools (e.g., TeamViewer, LogMeIn, RDP).
  • Basic understanding of TCP/IP networking, DNS, and DHCP.
  • Experience with Mobile Device Management (MDM) platforms (e.g., Intune, Jamf) is a plus.

Soft Skills

  • Problem Solving: Ability to identify root causes and implement effective solutions quickly.
  • Communication: Ability to explain technical concepts to non-technical users clearly and patiently.
  • Time Management: Ability to prioritize tasks in a fast-paced environment.

Physical Requirements

  • Ability to lift and transport computer equipment (up to 15 kg/30 lbs).
  • Occasional crawling under desks to manage cabling.

Job Type: Full-time

Benefits:

  • Work from home

Education:

  • Bachelor's (Required)

Experience:

  • Desktop Support or Help Desk : 3 years (Preferred)

Location:

  • Philippines (Required)

Work Location: Remote

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