Job description:
Position: IT Helpdesk Support
Location: Cebu (Onsite/Office)
Job Type: Full-time
Role Summary
IT Helpdesk Support primarily focused on end user issues, basic network and systems tasks, and accurate ticket handling. This role is the foundation of the Technical Support Engineering ladder and is critical in ensuring high quality, first contact resolution for managed customers.
Key Responsibilities
- Serve as the first point of contact for customer incidents and service requests via phone, email, chat, or ticketing system.
- Troubleshoot and resolve common hardware, software, operating system, and user account issues within defined SLAs.
- Perform basic account administration such as password resets, group membership changes, and access requests using Active Directory or Entra ID.
- Support desktops, laptops, mobile devices, and printers including basic installation and configuration.
- Perform first level triage of basic network issues such as connectivity, VPN access, and Wi Fi access problems.
- Perform standard checks on servers and services using monitoring tools and documented runbooks.
- Escalate incidents with proper documentation to higher level engineers when thresholds or complexity criteria are met.
- Log, categorize, and update all tickets accurately with detailed troubleshooting steps, resolution notes, and customer communication.
- Identify and document recurring issues, flagging them to seniors or leads for problem management and process improvement.
- Participate in 24x7 operations through rotating shifts, including weekends and holidays when required.
Requirements and Qualifications
- Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or equivalent practical experience.
- 0 to 2 years of experience in IT support, helpdesk, or technical support. Fresh graduates with strong fundamentals are welcome.
- Basic knowledge of:
- Windows client and basic Windows Server concepts
- Fundamental networking (TCP/IP, DNS, DHCP, VPN basics)
- Microsoft 365 or similar productivity suites
- Experience with ticketing systems is an advantage.
- Optional but preferred certifications: CCNA, CompTIA A+, ITIL Foundation, basic vendor certifications.
Competencies and Expectations
- Strong customer service mindset and clear communication skills.
- Ability to follow runbooks and standard procedures with discipline.
- Escalates appropriately and does not hold tickets beyond capability.
- Demonstrates willingness to learn across network, systems, and security basics.
