IT Helpdesk Support- L1

1 week ago

Cebu City, Central Visayas, Philippines Virtual Staffing Solutions OPC Full time ₱15,000 - ₱30,000 per year

Our client is America's leading radio broadcaster, Internet content provider, and magazine and book publisher targeting audiences interested in Christian and family-themed content and conservative values.

The IT Helpdesk Support involves being the primary contact for users experiencing technical issues, performing first-level troubleshooting for hardware and software problems, documenting issues and their resolutions, and escalating complex cases to higher support levels.

About the Job:

  • Onsite in Robinsons Cybergate, Cebu City
  • Full-time job; following US hours (9:00 PM- 6:00 AM local)

Perks and Benefits Include:

  • In-house HMO on Day 1 with extra free 3 dependents
  • Life Insurance policy on Day 1

Key Responsibilities

  • Serve as the first point of contact for all IT-related inquiries (phone, email, chat, or ticketing system).

  • Provide Level 1 troubleshooting for:

  • Password resets and account unlocks

  • Email configuration and access issues (Outlook, Exchange, Office 365, Gmail)
  • Software installation/removal support
  • Printing, scanning, and basic hardware setup
  • Network connectivity issues (basic Wi-Fi/LAN troubleshooting)
  • Log, track, and close support tickets in the IT help desk system.
  • Communicate solutions to users in clear, concise language—whether spoken or written.
  • Escalate unresolved issues to Level 2/3 support teams as needed.
  • Maintain knowledge base articles and contribute to IT documentation.
  • Deliver exceptional customer service, ensuring all requests are handled with professionalism and empathy.
  • Support end users across multiple time zones, including U.S. business hours

Qualifications & Skills

  • Education: Bachelor's degree in IT, Computer Science, or related field (preferred but not required).
  • Experience: 1–2 years in an Help Desk, Technical Support, or BPO tech account.

  • Technical Skills:

  • Proficiency with Windows & Mac OS environments

  • Familiarity with Office 365, Outlook, Teams, Zoom, and Google Workspace
  • Knowledge of Active Directory for account management
  • Basic understanding of ticketing systems (e.g., ServiceNow, Zendesk, FreshDesk, Jira)

  • Communication Skills:

  • Excellent written and verbal English communication skills are required.

  • Ability to explain technical information to non-technical users in a professional, friendly manner.

  • Soft Skills:

  • Strong problem-solving and analytical abilities

  • Ability to multitask in a fast-paced environment
  • Customer-first mindset with a calm, professional demeanor

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