IT Helpdesk

Role: IT Helpdesk Specialist (Internal)
Location: Onsite - Clark, Pampanga, Philippines 
Type: Full-time 
Reports To: IT and Cyber Security Manager 

About the Role
We're looking for an IT Helpdesk Specialist to join our growing internal IT team. In this role, you'll be the first point of contact for technical support across The Back Room. You'll handle troubleshooting, user support, and basic network administration—helping keep our people connected and productive.

This role is open to both experienced IT support professionals and fresh graduates who have the technical foundation and eagerness to learn. Experience with MikroTik devices is a plus but not required.

What You'll Do

• Provide first-level technical support to employees via MS Teams, email, and in-person.
• Troubleshoot and resolve hardware, software, and network issues.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Manage user accounts, permissions, and access in Active Directory and other systems.
• Support and monitor LAN/WAN infrastructure, including VPN and wireless networks.
• Assist in configuring routers, switches, firewalls, and wireless access points.
• Provide support for MikroTik devices (RouterOS, Winbox, etc.) where applicable.
• Log and document support requests and resolutions in the ticketing system.
• Work with the IT team to escalate and resolve complex issues.
• Contribute to IT projects such as system upgrades, migrations, and deployments.
• Follow IT policies, procedures, and security best practices.

Requirements

You'll Thrive Here If You… 

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Background in IT support or helpdesk is preferred, but fresh grads with strong technical foundations are encouraged to apply.
• Solid understanding of networking basics (TCP/IP, DNS, DHCP, VLANs, etc.).
• Familiarity with Windows and macOS environments.
• Strong problem-solving, communication, and customer service skills.
• Certifications such as CompTIA A+, Network+, or CCNA are a plus.

Nice to Have

• Exposure to MikroTik networking devices and RouterOS.
• Experience with cloud platforms (Microsoft 365, Azure).
• Knowledge of service management and SLAs.

Why Join The Back Room?
At TBR, we value people who are curious, resourceful, and team-oriented. You'll have the opportunity to grow your skills, contribute to meaningful projects, and be part of a collaborative IT team that supports our fast-growing global operations.

Benefits

If Full-time/permanent role:
Core Benefits:

• HMO on Day 1 + Free coverage for 2 dependents in your 2nd year
• Government-mandated benefits
• 20 Annual Leave Credits
• 13th-month pay
• Birthday & Bereavement Leave

Onsite/Hybrid Extras:

• Travel Subsidy
• Staff House Accommodation (within certain distance)
• Free Shuttle Service
• Free Lunch & Uniform
• Perfect Attendance Bonus

For All Employees:

• Onboarding Training
• Monthly Engagement Activities
• Birthday Gift & Weekly Treats
• Christmas Hamper & Anniversary Gift
• Opportunity to Travel

Be part of a company that empowers people with technology.
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