IT Helpdesk Technician

Job Title: IT Helpdesk Technician

Work Arrangement: 6 mos. of Full Onsite setup then transition to 3 days onsite, 2 days WFH after.
Office Location: McKinley West, Taguig City
Work Schedule: Night Shift, 10:00 PM – 7:00 AM

Who We Are

At AGSI, we believe people are at the heart of every successful business. Since 2012, we've been helping US-based companies build high-performing teams through top-notch and cost-effective business process outsourcing services. With over 50 years of combined leadership experience, our co-founders know what it takes to manage teams and hire exceptional talent.

• Mission: To help companies build high-performing teams through world-class Filipino talent.
• Vision: To become the unmatched global choice for BPO services in the country.
  
  

When you join us, you become part of a company that values strong partnerships, innovation, and growth; not just for our clients, but for our people too.

What's in it for You?

We don't just want you to succeed, we want you to thrive. At AGSI, you'll enjoy:

• Attendance Incentives and Non-taxable Allowances, because your dedication deserves recognition.
• Free Food and Coffee when reporting onsite, to fuel your productivity and enjoy the perks of office life.
• 30 Leave Credits per Year, giving you generous time off to recharge, travel, or spend with family.
• HMO Coverage for You and Your Dependents with access to counseling programs to support both health and wellbeing.
• Group Life Insurance for your peace of mind.
• Regular Work Schedule with Weekends Off, so you can enjoy balance and predictability.
• Great Company Culture with fun in-office activities, engaging team events, and meaningful CSR initiatives that let you give back to the community.
  

Here, you won't just find a job. You'll find a team that invests in your growth and celebrates your success.

About our Client

Open Approach, Inc. (OA), is a technology systems integrator with a progressive philosophy. As a managed services provider, we develop opportunity for our clients by transforming powerful, cost-effective technologies into integrated, pre-engineered business technology products. Our products are developed with a focused, streamlined, and standardized methodology that enables us to bring high quality infrastructure and applications support to businesses of all sizes, all with rapid return on investment. We embrace the power and stability of modern technology and extend it to bring reliability, opportunity and cost savings to business. We succeed when our clients can employ the immense opportunity technology offers to propel growth in the core of their business.

About the Role

As an IT Helpdesk Technician, you'll serve as the front line of technical support, providing advanced troubleshooting and exceptional customer service to ensure a positive client experience. You'll resolve complex issues involving Active Directory, Office 365, networking, remote access, and various operating systems, while also mentoring junior technicians and supporting internal teams. This role combines deep technical knowledge with strong communication skills, allowing you to build lasting relationships with customers, contribute to long-term solutions, and uphold the high service standards that define our company.

Personal Qualities for Success:

• Strong communication skills: The ability to clearly and effectively communicate with customers and other team members is essential for success as a Helpdesk Support Technician, including delivering accurate information for technical issues and client nuances.
• Empathy: The ability to understand and relate to the customer's needs and concerns, and to respond in a caring and compassionate manner, is crucial for building trust and strong relationships with customers.
• Patience: Helpdesk Support Technician, often deal with frustrated or upset customers, and the ability to remain calm and patient in these situations is crucial for maintaining a positive and productive customer experience.
• Problem-solving skills: The ability to think creatively and critically to solve technical problems and find solutions is essential for success as a Senior Support Technician.
• Adaptability: The ability to adapt quickly to new technologies and processes is crucial for staying current in the fast-paced world of IT.
• Teamwork: The ability to work effectively as part of a team, showing an interest in mentorship, and collaborating with other team members to achieve common goals, are all central to your success. You have the ownership to ensure that your team succeeds.
• Customer service mindset: Understanding and meeting customers' needs and providing solutions that meet their specific requirements is crucial for success as a Helpdesk Support Technician. You identify potential issues before they arise, recognizing the need to communicate to the team and Account Managers around changes or issues.
• Standards: You know our technical, process, and quality standards, and you train new Support Technicians on those standards, holding the team accountable for upholding them.
• Leadership: The ability and desire to step up, working to keep the team focused, positive, and directed toward a common goal. You are able to recognize these moments, seeing the opportunity for coaching and training, and exemplifying strong work ethic and reliability through personal conduct.
  

Technical Skills:

Windows (Server OS)

• Active Directory
  • Understanding of different Active Directory object types and their uses (User, Contact, Group – security vs. distribution, OU, Domain) and how they interact.
  • Knowledge of Group Policy: creation, assignment, inheritance, scoping, and item-level targeting.
  • Basic understanding of Active Directory replication between domain controllers.
  • Familiarity with Active Directory sync to Azure/Microsoft 365 and ability to identify related issues.
• Virtualization
  • Familiar with technologies like Hyper-V and VMWare and their use in server consolidation.
    
    

Windows (Workstation OS)

• General
  • Strong knowledge of computer hardware, peripherals, and Windows OS; some experience with Mac OS and/or Linux.
  • Familiarity with PowerShell, including syntax and basic scripting.
  • Experience in application installation and management, with an interest in task automation and scalable methodologies.
    
    

Networking

• General
  • Understanding of network routing and identifying connectivity issues.
  • Familiar with network equipment: firewalls, switches (managed vs. unmanaged), routers, Power over Ethernet, and wireless access points.
  • Understanding of private vs. public subnets and subnet masks.
  • Familiarity with remote access: SSL and IPSec VPNs, and user remote access to company resources.
    
• DHCP
  • Knowledge of reservation vs. static IP address usage.
  • Understanding of DHCP scopes and options.
  • Basic knowledge of DHCP operation, including rogue DHCP servers and DHCP load balancing/failover.
    
• DNS
  • Understanding of private vs. public DNS.
  • Knowledge of record types and their purposes: A, CNAME, SPF, DKIM, MX, TXT.
  • Ability to troubleshoot DNS/resolution issues using CLI tools, lookup zones, and diagnose record scavenging problems.
    
    

Microsoft Exchange / Office 365

• General
  • Able to identify email issues related to SPF, DKIM, or DMARC misconfigurations in public DNS.
  • Familiar with Office 365: account/group management, mailbox delegation, and AD Synced vs. Cloud-only accounts.
  • Experience in configuring and troubleshooting Microsoft Outlook.