IT Helpdesk Support

6 days ago

Manila, National Capital Region, Philippines iEminence Consulting Services Full time ₱400,000 - ₱800,000 per year

We are seeking a dependable and customer-focused IT Helpdesk Support (Level 1) Specialist to act as the first line of support for users experiencing IT-related issues. This role involves handling support requests, resolving basic technical concerns, and escalating complex problems to higher-level IT teams. The ideal candidate is proactive, detail-oriented, and committed to delivering smooth and efficient IT operations across the organization.

Key Responsibilities

  • Respond promptly to user inquiries via phone, email, or ticketing systems.
  • Troubleshoot and resolve Level 1 issues related to hardware, software, connectivity, and account access.
  • Record, track, and update support tickets using tools such as Freshdesk, Jira, or Zendesk.
  • Provide basic technical support for desktops, laptops, mobile devices, printers, and peripherals.
  • Assist with software installation, configuration, and updates.
  • Guide users through step-by-step troubleshooting procedures.
  • Escalate unresolved cases to Level 2 or specialized IT teams as needed.
  • Monitor open tickets to ensure timely resolution and follow-through.
  • Document recurring issues and contribute to internal knowledge bases and process improvements.

Qualifications

Education & Experience

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • 6 months to 1 year of experience in IT helpdesk or technical support preferred.
  • Fresh graduates with relevant OJT or internship experience are encouraged to apply.

Technical Skills

  • Strong knowledge of Windows and/or Mac OS troubleshooting.
  • Familiarity with Microsoft Office Suite, email platforms, web browsers, and basic networking concepts.
  • Basic understanding of Active Directory, VPN, and remote access tools is an advantage.
  • Experience with ticketing systems (Freshdesk, Jira, Zendesk, etc.) is a plus.

Job Types: Full-time, Permanent

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Application Question(s):

  • How much is your expected salary packages?
  • When would you be able to start if you were hired?
  • Please provide your active contact number and active email address.
  • This role may occasionally require fieldwork or site visits to address hardware or connectivity issues—would you be open to that?

Experience:

  • Helpdesk Support: 1 year (Preferred)

Work Location: In person

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