Help Desk Specialist (L1/L2)

We are looking for a skilled IT Service Desk / Help Desk Support professional to join our team. This role involves close collaboration with clients and internal team members to resolve support tickets and provide technical troubleshooting assistance to customers and international end-users.

Key responsibilities

• Troubleshoot and resolve issues related to desktop operating systems, applications and software, printers and peripheral devices, and VPN connectivity
• Manage and maintain Office 365 accounts, including administrative support as needed
• Administer and troubleshoot desktop antimalware solutions, including virus and malware-related issues
• Manage Active Directory users, permissions, and access rights
• Perform routine desktop OS maintenance, diagnostics, and troubleshooting
• Install, configure, and provide support for various applications required by end users
• Provide timely and effective technical support while maintaining a high level of customer service
• Collaborate with clients and internal teams to investigate and resolve technical issues

About you

• At least 2 years of experience in a Service Desk, Help Desk, or similar IT support role
• Strong troubleshooting skills in Active Directory — user management and permissions
• Strong troubleshooting skills in desktop operating systems — Windows, Mac, etc.
• Strong troubleshooting skills in Office 365 — account management and administrative support
• Strong troubleshooting skills in VPN and firewall management
• Strong troubleshooting skills in printer connectivity and hardware-related issues
• Excellent communication skills and ability to effectively communicate and work with international clients and end users
• Strong problem-solving and troubleshooting abilities
• Customer-focused approach with good attention to detail
• Willing to work onsite in BGC, Taguig and willing to work on a night shift, from 8:00 PM to 5:00 AM Manila Time

Benefits

• HMO coverage effective Day 1 of employment
• Pet insurance effective Day 1 of employment
• Group life insurance effective Day 1 of employment
• Night Shift Differential – 10% for hours worked between 10:00 PM and 6:00 AM
• Holiday Premium Pay
• Government-Mandated Benefits – SSS, PhilHealth, and Pag-IBIG
• Annual Performance Review and Bonus
• 13th Month Pay
• Subsidized Meals & free coffee/snacks
• Shuttle Service
• Service Incentive Leaves (accrued 12SL, and 12VL)
• Quarterly Rewards and Recognition

About IT by Design

IT By Design is a global IT services company that partners with Managed Service Providers (MSPs) to help them grow and succeed. We provide IT talent, technical expertise, and business solutions that empower our partners to deliver exceptional technology services to their clients.