L1 IT Support

2 days ago

Taguig, National Capital Region, Philippines weSource Management Consultancy Firm Full time ₱36,500 per year


We are hiring for a L1 IT Support for a BPO Company located in BGC

This is an onsite work and follows a Nightshift Schedule

Salary is up to 36,500 pacakge + 18% ND based on overall experience and hiring result

Minimum 6 months 1+ (advantage) year of experience supporting and troubleshooting IT environments, including networks, servers, and cloud platforms.


Requirements (must have)

  • Minimum 6 months 1+ (advantage) year of experience supporting and troubleshooting IT environments, including networks, servers, and cloud platforms.
  • Experience in a help desk, technical support, or customer service role.
  • Familiarity with LAN/WAN environments, Office 365, Azure, and remote monitoring tools.

Other Preferred Requirements:

  • Relevant industry certifications (e.g., Microsoft, Cisco, VMware, Fortinet)
  • Working knowledge of Microsoft Windows Server, Active Directory, and Office 365.
  • Basic understanding of networking protocols such as DNS, DHCP, and TCP/IP.
  • Experience with virtualization technologies (e.g., VMware vSphere).
  • Knowledge of security practices and backup technologies.
  • Certifications such as:
    o Microsoft certifications (e.g., MCSA, MSCE)
    o Cisco certifications (e.g., CCNA)
    o Security+ or other relevant security certifications.

Descriptions:

The IT Systems Engineer (Tier 1) is responsible for addressing both basic and complex technical issues. This role involves handling escalations from Tier 1, working directly with clients to resolve issues, and ensuring timely resolution of support tickets. 

  • Handle and resolve support tickets from various channels (phone, email, customer portal).
  • Troubleshoot and resolve issues beyond basic workstation problems, including servers, networks, and cloud-based systems. (basic level)
  • Provide excellent customer service in all communications.
  • Collaborate with team members and escalate issues to Tier 3 when appropriate.
  • Take ownership of customer tickets, ensuring timely and thorough resolution.
  • Document issue resolutions and update technical procedures.
  • Assist with system monitoring, responding to alerts, and supporting Tier 1 staff as needed.
  • Engage in ongoing training and certification programs to improve skills and technical knowledge.
  • Be flexible to work various shifts, including holidays and weekends.

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