Job Description
Join a global team as an IT Helpdesk Support Technician and support internal users for one of Australia's largest specialist building services groups, with a long-standing presence since 1987. In this role, you will be the first point of contact for IT support requests across Windows endpoints, Microsoft 365, account access, connectivity, hardware, and mobile device issues.
The Opportunity
Step into a hands-on IT support role where you will assist internal users with day-to-day technical issues via phone, email, walk-in, and helpdesk portal. You will troubleshoot common IT problems, support user onboarding/offboarding, manage service requests through the ticketing system, and escalate more complex issues to Level 3 support when required. This is a great opportunity for someone with solid IT support fundamentals, strong communication skills, and a genuine service mindset to grow within a professional, service-driven technology environment.
Why join us
- Proudly Great Place to Work® certified
- Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
- Grow with stability: 100+ in our 10-Year Club by 2025
- Dynamic talent network: 2,000+ across APAC and beyond
- Competitive compensation with annual reviews
- Comprehensive medical care for you and your family
- Generous paid leave because work-life balance matters
- Level up with LinkedIn Learning and tailored training
- Flexible work setup
Staff Testimonial
The people first culture is what makes this company unique. – Senior SAP Consultant, ASW Philippines.
What You'll Do
- Act as the first point of contact for internal IT support requests via phone, email, walk-in, or helpdesk portal
- Troubleshoot password resets, account access, sign-in issues, VPN, Wi-Fi/LAN, and connectivity concerns
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Word, and Excel
- Assist with hardware and device issues across laptops, desktops, tablets, mobile phones, Android, and iOS
- Set up user accounts, required access, laptops, and desktops for onboarding users
- Support offboarding activities and prepare equipment for redeployment
- Use the ticketing system to manage, update, and resolve helpdesk tickets and service requests
- Maintain documentation, asset register, and device ownership records
- Support conference room devices and monitor system alerts, escalating when needed
Key Criteria
- Previous experience in an IT Support, IT Helpdesk, Service Desk, or Desktop Support role
- Good working knowledge of Windows OS, Microsoft 365, Office applications, Outlook, Teams, OneDrive, and SharePoint
- Experience with Active Directory / Entra ID, account management, password resets, and group management
- Basic understanding of network concepts including IP address, switching, routing, Wi-Fi, LAN, and VPN
- Familiarity with remote support tools, ticketing systems, and hardware/software troubleshooting
- Strong communication skills with the ability to support non-technical users clearly and patiently
- Good troubleshooting, problem-solving, time management, and prioritisation skills
- Reliable, well-organised, process-oriented, and able to escalate issues appropriately
Work setup
- Manila, Philippines: 6am–3pm PHT, Monday to Friday, with hybrid work setup after rotation/training period
