IT Support Helpdesk

Tier 1/Tier 2 IT Support Helpdesk (₱30K–₱50K | Remote (Onsite - 1st month) | FREE AI Certification)

Cebu City | Hybrid (Onsite 1 month, then Work-from-Home) | 10:00 PM–7:00 AM | Monday–Friday

You own Tier 1 and Tier 2 technical support for a U.S.-based MSP's SMB client base—resolving hardware, software, connectivity, and user issues while delivering fast, friendly, no-nonsense IT support that keeps businesses operational. Your work directly impacts client productivity and satisfaction, where quick problem resolution and clear communication are non-negotiable.

This is not a back-office support role. You work within defined ticket queues, documented troubleshooting procedures, and clear escalation paths. You're trusted to diagnose and resolve issues independently within scope, manage SLAs, and escalate intelligently when needed. You'll support Windows systems (primary), macOS (limited), Microsoft 365 environments, and core office hardware.

Best suited for technically-minded professionals who thrive in fast-paced, structured support environments, take pride in solving tangible problems, and prefer clear accountability over ambiguity. If you enjoy helping users get back to work quickly and find satisfaction in problem solved, this role is for you.

You're Likely a Strong Fit If You Have

• 2–3 years of hands-on Tier 1/Tier 2 IT support experience (helpdesk, managed IT, or corporate IT)
• Deep working knowledge of Windows systems (7, 10, 11) and basic macOS troubleshooting
• Proficiency with Microsoft 365 applications (Word, Excel, Outlook, Teams) and basic M365 administration
• Hands-on experience troubleshooting printers, monitors, networks, and common office hardware
• Understanding of networking fundamentals (IP addressing, DNS, Wi-Fi connectivity basics)
• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, or similar)
• Strong problem-solving approach: methodical, patient, and customer-focused
• Clear communication: able to explain technical issues in plain language to non-technical users
• Experience with Ubiquiti UniFi, Meraki, or basic firewall administration is a strong plus
• Willingness to work hybrid in Cebu City (onsite for first month, then work-from-home; 8:00 AM–5:00 PM CST)

Strong Signals

• CompTIA A+ or equivalent IT support certification
• Experience with Microsoft 365 Tier 1 administration or cloud-based helpdesk support
• Hands-on experience with Ubiquiti UniFi or Meraki networking gear
• Track record of high ticket resolution rates or customer satisfaction scores
• Experience supporting MSP or managed IT environments

Responsibility Pillars

Tier 1/ Tier 2 Technical Support

You resolve support tickets that keep small and mid-sized businesses operational, troubleshooting hardware, software, connectivity, and user issues with speed and accuracy.

• Handle incoming support tickets via helpdesk queue (Tier 1 and Tier 2 escalations)
• Troubleshoot and resolve hardware issues (printers, monitors, keyboards, peripherals)
• Diagnose and fix software problems (Windows, macOS, Microsoft 365 applications)
• Support user connectivity and network issues (Wi-Fi, VPN, remote access)
• Escalate complex issues to Tier 3 or engineering teams with clear documentation
• Meet ticket SLA targets and maintain high first-contact resolution rates

Windows & Microsoft 365 Environment Support

You maintain technical fluency with the core platforms clients depend on—Windows systems and Microsoft 365—ensuring users can work without interruption.

• Support Windows workstations (installation, patching, troubleshooting, driver issues)
• Assist with Microsoft 365 user setup, license management, and account issues
• Troubleshoot Outlook, Teams, SharePoint, and other M365 platform issues
• Manage basic user access and permissions within defined administrative scope
• Stay current on Windows updates, Office patches, and M365 feature releases

Infrastructure & Connectivity Support

You ensure that core office infrastructure—networks, Wi-Fi, firewalls, and related systems—operate reliably and support quick issue resolution.

• Support Wi-Fi connectivity, basic firewall administration, and network troubleshooting
• Assist with VPN setup and remote access issues
• Collaborate with Tier 3 engineers on infrastructure issues
• Document and escalate recurring network or hardware issues
• Support Ubiquiti UniFi or Meraki environments where deployed

About the Company

A U.S.-based managed IT services firm serves small and mid-sized businesses across the Chicagoland and Greater Milwaukee regions with managed IT, network security, cloud services, and data backup solutions.

The onsite month in Cebu allows direct team integration before transitioning to work-from-home operations.

Benefits of GOTEAM

Accelerate Your Personal Growth

• Company-provided laptop + second monitor
• Industry-best HMO for 1 dependent + extended dependents (₱200,000 coverage, private room, ₱10,000 meds reimbursement)
• Option to enroll up to 4 additional dependents via salary deduction
• ₱1M life insurance coverage
• Membership in GoTeam Sports Club, Yoga, and Wellness Programs

Unlock Your Possibility

• Prorated 5 days Vacation Leave + 5 days Sick Leave upon regularization
• 5 Service Incentive Leave (SIL) days upon first work anniversary (convertible to cash if unused)
• Salary loan access (post-regularization)
• Employee discounts, raffles, and Day-1 welcome gift
• Opportunity to win a trip to Bali through company programs

Live Your Purpose

• Join GoTeam Cares volunteer programs
• ₱10,000 referral bonus
• Monthly gratitude events, team dinners, and leadership talks

Your Family's Benefits

• 24/7 financial, legal, and counseling support (up to 4 family members)
• Free telemedicine consultations
• Virtual family events and prize opportunities

OUR HIRING PROCESS

What Happens After You Click Apply

When you click Apply, you'll be taken to Multiplai Interview Room.

Our AI-powered, self-guided interview experience designed to be fair, flexible, and stress-free. You can start immediately or complete it later at a time that works for you.

What you'll need:

• Stable internet connection
• Desktop or laptop
• Headset

You'll answer interview questions at your own pace—no live interviewers, no surprise questions, and no pressure. Once completed, the platform generates an AI-assisted summary of your responses, and one of our recruiters will follow up with the next steps.

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