1,876 IT Service Desk Technician jobs in the Philippines
Service Desk Technician
Posted today
Job Viewed
Job Description
Employment: Remote Contractor
Company Base: US
Location: PH - Permanent WFH
Shift: GY Shift
Workstation: Equipment Provided
Benefits
:
- Competitive Salary (USD Based)
- Permanent WFH
- Professional Growth and Training
- Supportive Work Environment
GENERAL DESCRIPTION:
The Service Desk Technician provides technical support for desktop hardware, applications, and peripherals. As part of the Support Operations team, they collaborate with clients and colleagues to quickly resolve issues, ensuring smooth daily IT operations. Success in this role means delivering effective solutions, clear communication, and maintaining high customer satisfaction.
RESPONSIBILITIES AND DUTIES:
- Provide effective technical support to clients via phone, chat, email and RMM toolset.
- Diagnose and resolve client-initiated desktop application and hardware related issues within the time limitation determined by your manager. (expected 30 minutes or less).
- Expected ticket closure of 5-10 tickets and answer 8-12 inbound calls per day with 80% billable utilization.
- Verify that all tickets falling within the general support scope are addressed appropriately.
- Update and validate relevant client documentation as needed.
- Maintain transparent communication with clients regarding active support inquiries and standardize ticket formats when necessary to ensure consistency in service delivery.
- Promptly escalate support tickets to the support team if unable to resolve within allotted time, while following standard operating procedures.
- Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
SPECIFIC SKILLS:
- Experience supporting Microsoft Client OS (Windows 10 & 11), Microsoft Office suite or Office 365. PC peripherals such as USB headsets, printers, docks, Bluetooth and keyboards/mice. Experience supporting wired and wireless LAN connectivity issues, user account management (password management, MFA etc.).
- Prior experience working within an MSP and using MSP toolset (RMM, ConnectWise/ServiceNow, ManageEngine etc.) preferred.
- Prior BPO experience preferred.
SOFT SKILLS:
- Strong ability to diagnose and resolve technical issues timely and effectively
- Experience with various troubleshooting tools and techniques
- Strong organizational skills and ability to prioritize tasks
- Excellent verbal and written communication abilities
- Active listening skills to fully understand client issues and concerns
- Precise attention to detail to ensure accurate record-keeping
- Passionate about providing an excellent client experience
Education & Certifications (Optional):
- Bachelors or Associates degree in Information Technology, Computer Science, Network Administration or similar business field.
- 6+ months of relevant IT experience as either a Workstation/Bench Technician, Help Desk Analyst, Endpoint Administrator, IT Specialist or similar position.
- Industry certifications (e.g., CompTIA A+, Network+, Security+) are highly desirable but not required.
Service Desk Technician
Posted today
Job Viewed
Job Description
Employment: Remote Contractor
Company Base: US
Location: PH - Permanent WFH
Shift: GY Shift
Workstation: Equipment Provided
Benefits:
- Competitive Salary (USD Based)
- Permanent WFH
- Professional Growth and Training
- Supportive Work Environment
GENERAL DESCRIPTION:
The Service Desk Technician provides technical support for desktop hardware, applications, and peripherals. As part of the Support Operations team, they collaborate with clients and colleagues to quickly resolve issues, ensuring smooth daily IT operations. Success in this role means delivering effective solutions, clear communication, and maintaining high customer satisfaction.
RESPONSIBILITIES AND DUTIES:
- Provide effective technical support to clients via phone, chat, email and RMM toolset.
- Diagnose and resolve client-initiated desktop application and hardware related issues within the time limitation determined by your manager. (expected 30 minutes or less).
- Expected ticket closure of 5-10 tickets and answer 8-12 inbound calls per day with 80% billable utilization.
- Verify that all tickets falling within the general support scope are addressed appropriately.
- Update and validate relevant client documentation as needed.
- Maintain transparent communication with clients regarding active support inquiries and standardize ticket formats when necessary to ensure consistency in service delivery.
- Promptly escalate support tickets to the support team if unable to resolve within allotted time, while following standard operating procedures.
- Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
SPECIFIC SKILLS:
- Experience supporting Microsoft Client OS (Windows 10 & 11), Microsoft Office suite or Office 365. PC peripherals such as USB headsets, printers, docks, Bluetooth and keyboards/mice. Experience supporting wired and wireless LAN connectivity issues, user account management (password management, MFA etc.).
- Prior experience working within an MSP and using MSP toolset (RMM, ConnectWise/ServiceNow, ManageEngine etc.) preferred.
- Prior BPO experience preferred.
SOFT SKILLS:
- Strong ability to diagnose and resolve technical issues timely and effectively
- Experience with various troubleshooting tools and techniques
- Strong organizational skills and ability to prioritize tasks
- Excellent verbal and written communication abilities
- Active listening skills to fully understand client issues and concerns
- Precise attention to detail to ensure accurate record-keeping
- Passionate about providing an excellent client experience
Education & Certifications (Optional):
- Bachelors or Associates degree in Information Technology, Computer Science, Network Administration or similar business field.
- 6+ months of relevant IT experience as either a Workstation/Bench Technician, Help Desk Analyst, Endpoint Administrator, IT Specialist or similar position.
- Industry certifications (e.g., CompTIA A+, Network+, Security+) are highly desirable but not required.
Service Desk Technician
Posted 13 days ago
Job Viewed
Job Description
Employment: Temporary Remote Contractor
Contract Length: 4 Months (Possibility to extend)
Company Base: US
Location: PH - Permanent WFH
Shift: GY Shift
Workstation: Equipment Provided
Benefits :
- Competitive Salary (USD Based)
- Permanent WFH
- Professional Growth and Training
- Supportive Work Environment
GENERAL DESCRIPTION:
The Service Desk Technician provides technical support for desktop hardware, applications, and peripherals. As part of the Support Operations team, they collaborate with clients and colleagues to quickly resolve issues, ensuring smooth daily IT operations. Success in this role means delivering effective solutions, clear communication, and maintaining high customer satisfaction.
RESPONSIBILITIES AND DUTIES:
- Provide effective technical support to clients via phone, chat, email and RMM toolset.
- Diagnose and resolve client-initiated desktop application and hardware related issues within the time limitation determined by your manager. (expected 30 minutes or less).
- Expected ticket closure of 5-10 tickets and answer 8-12 inbound calls per day with 80% billable utilization.
- Verify that all tickets falling within the general support scope are addressed appropriately.
- Update and validate relevant client documentation as needed.
- Maintain transparent communication with clients regarding active support inquiries and standardize ticket formats when necessary to ensure consistency in service delivery.
- Promptly escalate support tickets to the support team if unable to resolve within allotted time, while following standard operating procedures.
- Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
SPECIFIC SKILLS:
- Experience supporting Microsoft Client OS (Windows 10 & 11), Microsoft Office suite or Office 365. PC peripherals such as USB headsets, printers, docks, Bluetooth and keyboards/mice. Experience supporting wired and wireless LAN connectivity issues, user account management (password management, MFA etc.).
- Prior experience working within an MSP and using MSP toolset (RMM, ConnectWise/ServiceNow, ManageEngine etc.) preferred.
- Prior BPO experience preferred.
SOFT SKILLS:
- Strong ability to diagnose and resolve technical issues timely and effectively
- Experience with various troubleshooting tools and techniques
- Strong organizational skills and ability to prioritize tasks
- Excellent verbal and written communication abilities
- Active listening skills to fully understand client issues and concerns
- Precise attention to detail to ensure accurate record-keeping
- Passionate about providing an excellent client experience
Education & Certifications (Optional):
- Bachelors or Associates degree in Information Technology, Computer Science, Network Administration or similar business field.
- 6+ months of relevant IT experience as either a Workstation/Bench Technician, Help Desk Analyst, Endpoint Administrator, IT Specialist or similar position.
- Industry certifications (e.g., CompTIA A+, Network+, Security+) are highly desirable but not required.
L3 Service Desk Technician
Posted today
Job Viewed
Job Description
L3 Service Desk Technician – Industrial Automation
Melbourne, Australia | Full-Time | Shift-Based (24/7 Roster)
Be the escalation point for complex technical issues in a fast-growing automation and robotics environment.
About the Company
Our client is a leading Australian provider of automation and robotics solutions, with more than 30 years of experience delivering systems that transform manufacturing and industrial operations. They work across sectors including food & beverage, pharmaceuticals, renewables, construction materials, and FMCG — helping businesses lift efficiency, quality, and competitiveness.
With complete in-house expertise in engineering, software, and controls, the team delivers highly customised solutions and long-term support. At their core is a commitment to innovation, sustainability, and collaboration.
Key Responsibilities
- Serve as the highest escalation point for complex technical issues originating from Tier 1 and Tier 2 teams.
- Perform in-depth diagnostics, root cause analysis, and resolution of critical issues affecting controls, SCADA, HMIs, PLCs, and industrial automation environments.
- Act as the subject matter expert for Rockwell Allen Bradley and Siemens platforms, guiding both clients and lower tiers on troubleshooting and best practices.
- Design and implement permanent fixes, workarounds, and system optimizations to prevent recurrence of known issues.
- Provide remote and onsite support for highly complex or business-critical situations, including system recovery after major incidents.
- Collaborate with engineering, product, and R&D teams to resolve systemic issues, software bugs, and design gaps.
- Lead and mentor Tier 1 and Tier 2 staff by providing advanced troubleshooting guidance, training, and documentation.
- Own the creation and maintenance of advanced recovery scripts, technical procedures, and knowledge base articles.
- Contribute to the continuous improvement of client systems, including advising on upgrades, patching, and performance enhancements.
- Monitor and report on major incident trends, root causes, and resolutions to improve service reliability.
- Participate in 24/7 on-call rotations and respond to emergency escalations as required.
Required Skills & Experience (Tier 3 / Level 3 Support)
- Extensive technical expertise in control systems, SCADA, HMIs, PLCs, and industrial automation environments.
- Deep hands-on knowledge of Rockwell Allen Bradley and Siemens platforms, with the ability to diagnose, troubleshoot, and optimize at the code/configuration level.
- Proven track record of handling mission-critical incidents and root cause analysis in industrial or engineering settings.
- Strong understanding of networking, industrial communication protocols, and IT/OT security considerations.
- Experience with remote and onsite support for high-impact systems.
- Ability to design, implement, and document advanced troubleshooting methodologies for lower support tiers.
- Excellent communication skills with the ability to liaise with engineering teams, vendors, and client leadership during incident response.
- Proficiency with ticketing systems, escalation workflows, and incident management processes.
- Strong leadership and mentoring abilities to guide Tier 1 and Tier 2 support staff.
Desirable Skills & Qualifications
- Bachelor's degree or higher in Electrical Engineering, Mechatronics, Industrial Automation, or a related field.
- Formal certifications in Rockwell Allen Bradley, Siemens, or other industrial automation systems.
- ITIL, ISO, or other service management frameworks at intermediate or advanced level.
- Experience in systems integration, industrial networking, or OT cybersecurity.
- Demonstrated ability to work with engineering and product development teams to enhance system reliability and design.
Service Desk Technician 1
Posted today
Job Viewed
Job Description
Summary
Description
Summary of This Role
Performs the installation, repair and preventative maintenance of servers and edge of network devices (e.g. desktops, laptops, MDM platform, MACs) and related systems while ensuring all processes and procedures take into account company policy / standards and industry best practices. Assists in determining suitable software to meet user requirements. Troubleshoots software and hardware failures and identifies network problems when they relate to servers, desktop or laptop computers, MDM platform, or related peripheral equipment.
What Part Will You Play?
- Prepares desktops and laptops by imaging devices in preparation for deployment and testing them for proper operation. Ensures Thin Client and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with file servers, mail servers, etc. Sets up and configures appropriate hardware and software for new team members as primary analyst.
- Assists with maintaining the functionality and efficiency of computer and user objects in active directory. Configures user access for basic Local Area Network (LAN) services to include setting up email accounts for hired team members and deletion of terminated team members.
- Builds and configures infrastructure underpinning LAN services, as directed under supervision.
- Responds to routine technical issues surrounding desktop/laptop hardware (e.g. replacement of peripheral equipment due to failure), Microsoft Operating Systems, and/or installed software (e.g. basic software corruption), and follows through to appropriate resolution. Delivers replacement equipment, as directed.
- Prepares information on LAN capacity and performance through collection of automated reports and data providing to higher level analyst for reporting.
- Reviews and updates basic and standard departmental documentation, as directed.
- Assists with adherence to technology policies and compliance with all security controls, as directed.
- Ensures that allocated work queues are responded to and actioned in an appropriate timescale seeking support from higher level analysts or managers as needed.
What Are We Looking For in This Role?
Minimum Qualifications
- Bachelor's Degree Relevant Experience or Degree in: Computer Science, Management Information Systems preferred; other degrees considered.
- Typically No Relevant Experience Required
Preferred Qualifications
- Previous experience in an IT Server, Network, and/or PC Support, or IT customer support environment considered a plus
What Are Our Desired Skills and Capabilities?
- Skills / Knowledge - Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.
- Job Complexity - Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.
- Supervision - Normally receives detailed instructions on all work.
- Client facing communication skills - Builds positive customer relationships, and works with clients to understand and respond to issues
- Problem resolution skills - Investigates and provides solutions to issues, incidents, and problems
- Organization - Prioritizes work according to business need, with minimal support
Service Desk Technician L1
Posted today
Job Viewed
Job Description
*Company Overview *
Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.
*Job Overview *
We're seeking a Help Desk Technician to join our skilled IT Help Desk Operations team, providing support to local and global internal users. The goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. The role involves supporting both Mac and PC environments, resolving complex technical issues efficiently, and valuing the people behind the problems. This position operates Monday through Friday during standard business hours.
• Provide hardware and software IT support and technical education to end users, both remotely and onsite.
• Apply critical thinking to efficiently troubleshoot simple and complex user requests and issues, providing context and information for the best solutions.
• Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi, wired connectivity to the internal network, password resets, etc.
• Support user requests, perform break/fix or remote installations as needed.
• Support AV for internal and customer-facing events.
• Lead in ticket processes and provide coaching for other Technicians when workflow deficiencies are identified.
• Have a deep understanding of defined team metrics and take actions based on current trends in Service.
• Document systems and ensure continuous process improvement.
• Display learning agility by actively seeking answers when technically challenged.
• Seek feedback from other Help Desk Technicians to optimize and improve support, maintaining a solid understanding of general user support needs and requirements.
Qualifications
• Minimum 1+ years of experience in a Help Desk role with walk-up service required; VIP support preferred.
• Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures.
• Advanced working knowledge of collaboration tools such as Slack, Teams, and Google Workspace.
• Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions, is required.
• Knowledge of Windows, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues, is a plus.
• Familiarity with platforms such as ServiceNow, Zendesk, Jira, or Okta preferred.
Skills
• Effective interpersonal communication skills with a high degree of empathy are a must.
• Can deliver outstanding customer service and provide simplified explanations of complex technical issues.
• Applies critical thinking and root cause analysis to complex end-user requests and incidents.
• Ability to support others in a team environment, as well as the ability to work with limited supervision.
• Adapts well to ever-changing needs and business processes.
• Ability to facilitate or teach is highly preferred.
*Compensation *
Estimated Pay Range:
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
*Our Commitment to Diversity & Inclusion *
At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
Service Desk Technician 1
Posted today
Job Viewed
Job Description
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Summary of This RolePerforms the installation, repair and preventative maintenance of servers and edge of network devices (e.g. desktops, laptops, MDM platform, MACs) and related systems while ensuring all processes and procedures take into account company policy / standards and industry best practices. Assists in determining suitable software to meet user requirements. Troubleshoots software and hardware failures and identifies network problems when they relate to servers, desktop or laptop computers, MDM platform, or related peripheral equipment.
What Part Will You Play?- Prepares desktops and laptops by imaging devices in preparation for deployment and testing them for proper operation. Ensures Thin Client and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with file servers, mail servers, etc. Sets up and configures appropriate hardware and software for new team members as primary analyst.
- Assists with maintaining the functionality and efficiency of computer and user objects in active directory. Configures user access for basic Local Area Network (LAN) services to include setting up email accounts for hired team members and deletion of terminated team members.
- Builds and configures infrastructure underpinning LAN services, as directed under supervision.
- Responds to routine technical issues surrounding desktop/laptop hardware (e.g. replacement of peripheral equipment due to failure), Microsoft Operating Systems, and/or installed software (e.g. basic software corruption), and follows through to appropriate resolution. Delivers replacement equipment, as directed.
- Prepares information on LAN capacity and performance through collection of automated reports and data providing to higher level analyst for reporting.
- Reviews and updates basic and standard departmental documentation, as directed.
- Assists with adherence to technology policies and compliance with all security controls, as directed.
- Ensures that allocated work queues are responded to and actioned in an appropriate timescale seeking support from higher level analysts or managers as needed.
Minimum Qualifications
- Bachelor's Degree Relevant Experience or Degree in: Computer Science, Management Information Systems preferred; other degrees considered.
- Typically No Relevant Experience Required
Preferred Qualifications
- Previous experience in an IT Server, Network, and/or PC Support, or IT customer support environment considered a plus
- Skills / Knowledge - Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.
- Job Complexity - Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.
- Supervision - Normally receives detailed instructions on all work.
- Client facing communication skills - Builds positive customer relationships, and works with clients to understand and respond to issues
- Problem resolution skills - Investigates and provides solutions to issues, incidents, and problems
- Organization - Prioritizes work according to business need, with minimal support
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact
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Service Desk Technician L3
Posted today
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Job Description
We are looking for a highly skilled and dependable
Service Desk Technician L3
with extensive experience in
network support, server configuration, macOS systems, Google Workspace, and Microsoft environments
. This is a remote role requiring at least
4 years of technical experience
and a strong ability to work independently or support senior engineers on complex deployments.
Benefits and Compensation:
- ₱90,000 to ₱10,000 basic salary
- $500 travel allowance (upon regularization)
- 000 monthly health allowance
- Paid Time Off
- Annual Bonus (at risk)
Responsibilities:
Technical Support & Deployment
- Respond to time-and-material (T&M) service requests and support users across various environments.
- Independently manage small to mid-sized projects; assist senior engineers on large-scale deployments.
- Provide installation, configuration, and troubleshooting for:
- Microsoft 365, Azure AD, Intune, and Google Workspace
- Windows desktop/server environments and macOS systems
- Firewalls, routers (Meraki, SonicWall), VLANs, VPNs, DNS, DHCP
Systems & Network Administration
- Setup and manage:
- Hyper-V hypervisors and virtual machines
- Backup and antivirus systems, file/print/remote access services
- Email systems (Exchange, Gmail), user accounts, and permissions
Documentation & Process
- Log daily time entries (minimum 8 hours).
- Document and maintain client network environment details accurately.
Qualifications:
Experience
- 4+ years of experience with:
- VLANs, Routing, Firewalls, Server Hardware (CPU/RAID/SCSI)
- Data Backup/Recovery, VPN Connectivity
- 3+ years supporting:
- Google Workspace
- Apple/macOS in business environments
Skills
- Deep knowledge of Microsoft 365 and Google Workspace configuration
- Expertise in setting up Hyper-V VMs and maintaining server systems
- Strong understanding of firewall/router configuration
- Basic database server maintenance
Certifications (Preferred)
- MCITP, MCP, CCNA/CCDA/CCNP
- Project+
- Network+
- Apple Certified
Ideal Candidate Traits:
- Reliable, detail-oriented engineer with a focus on maximizing productivity and client satisfaction
- Receives consistently positive feedback from clients
- Able to follow direction while working independently in a remote environment
Service Desk Technician 1
Posted today
Job Viewed
Job Description
Balance Your Career While Powering Construction Success
Think of your career as a blueprint-ready to be drawn, measured, and built. This role places you at the core of the construction industry's digital backbone. From troubleshooting to system support, you'll cement your skills and craft a future where professional success and personal balance align seamlessly.
What You'll Do Every Day
Be part of our client's team as a Service Desk Technician 1 and deliver first-level support to internal users. You'll troubleshoot technical issues, manage accounts, maintain system health, and ensure smooth IT operations while collaborating with infrastructure and system admin teams-all with your growth and balance in mind.
Role Snapshot
Employment type: Full-time
Shift: Night Shift (Monday - Friday, 11:00 PM to 8:00 AM PH Time)
Work setup: Onsite, Clark
Perks That Keep Work and Life in Sync
- Day 1 HMO coverage with free dependent
- Competitive salary package
- Night differential pay to maximize earnings
- Prime office location in Pampanga (accessible by PUVs, with nearby restaurants and banks)
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
- Free 24/7 access to gyms in Ortigas and Makati with a fitness trainer
- Exclusive lifestyle perks (hotel and restaurant discounts, and more)
- Unlimited opportunities for employee referral incentives
- Standard government and Emapta benefits
- 20 annual leaves (5 convertible to cash)
- Fun employee engagement activities
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
What You Bring to the Team
Technical Skills
- Proficiency in Windows OS, Microsoft 365 Suite, and basic Active Directory functions
- Familiarity with remote support tools and helpdesk ticketing systems
- Basic knowledge of networking (IP, DNS, DHCP, VPN)
- Ability to apply troubleshooting methodologies and follow escalation protocols
Business and Management Skills
- Strong time management and organizational abilities
- Ability to follow standardized workflows and contribute to process improvements
- Basic understanding of IT service management (ITSM) and documentation standards
Interpersonal Skills
- Effective written and verbal communication abilities
- Collaborative, team-oriented mindset with cross-departmental coordination skills
- Professional demeanor and service-focused approach when assisting users
Personal Attributes
- Strong attention to detail and accountability in task execution
- High initiative and a proactive attitude toward continuous learning
- Adaptability to fast-paced, shift-based environments
Formal Qualifications
- 1-3 years of experience as a service desk or technical support technician (preferably supporting US-based clients)
- Associate or Bachelor's degree in Computer Science, Information Technology, or a related field
- CompTIA A+, Network+, or similar certifications (preferred)
- Strong command of English, both spoken and written
- Familiarity with ITIL practices (a plus)
Physical Requirements
- Ability to sit or stand for extended periods
- Ability to occasionally lift and move items up to 25 lbs (monitors, PCs, peripherals)
- Comfortable using standard office and IT equipment
- Where Your Skills Make an Impact
- Provide first-level support to users via phone, email, or remote tools (e.g., Bomgar, Remote Desktop)
- Respond to incidents and service requests and resolve tickets within SLAs
- Troubleshoot and resolve basic hardware, software, and connectivity issues
- Issue, configure, and support laptops, desktops, mobile devices, and peripheral hardware
- Install and update software, patches, and operating system components
- Support Microsoft Windows OS and Microsoft 365 applications (Outlook, Word, Excel, Teams, etc.)
- Manage user accounts, password resets, and access control
- Maintain asset records and support IT inventory audits
- Document issues and resolutions in the helpdesk ticketing system accurately
- Escalate complex issues to Level 2/3 support or vendors as needed
- Participate in onboarding and offboarding processes for end-users
- Perform routine system health checks and maintenance tasks
- Educate users on IT policies, security practices, and self-help resources
- Ensure compliance with company procedures and applicable regulations
About the Organization You'll Support
Our client is a trusted partner in the construction industry, providing essential support services that keep projects moving. They help companies streamline operations, reduce workloads, and enhance productivity by offering expertise in areas like administration, engineering support, VDC, estimating, and more. By joining their team, you become part of a culture built on proficiency, consistency, and collaboration-where balance, growth, and innovation go hand in hand.
Welcome to Emapta Philippines
Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra
Copy of Service Desk Technician
Posted today
Job Viewed
Job Description
Your mission
The Service Desk Technician role is responsible for providing advanced technical support to resolve escalated issues from Level 1 support. This position requires a strong technical background, excellent problem-solving skills, and a customer-focused approach. The Level 2 Support Technician acts as a bridge between Level 1 support and more specialized IT teams, ensuring timely resolution of complex issues.
Your profile
Your Profile as Service Desk Technician have a wide range of responsibilities, which can include:
- Provide technical assistance to customers by diagnosing and resolving hardware, software, OS related, M365 and basic network issues. Investigate problems thoroughly, using available resources such as documentation, knowledge bases, and collaboration with other technical teams.
- Handle escalated tickets from Level 1 support, ensuring prompt and effective resolution. Assess the severity of the issues, prioritize accordingly, and work diligently to find solutions within the stipulated timelines.
- Escalate unresolved issues to Level 3 or specialized teams as necessary.
- Collaborate with cross-functional teams such as NOC, L1 wherever needed and ensure a seamless customer experience.
- Conduct root cause analysis for recurring issues and provide recommendations for resolution.
- Document resolutions and update knowledge base articles
- Configure, install, and troubleshoot hardware such as desktops, laptops, printers, and peripherals.
- Manage software installations, updates, and troubleshooting.
- Assist with user account management (Active Directory, email, and other systems).
- Monitor system performance and report anomalies to the relevant teams.
- Assist in maintaining and updating IT inventory and asset management systems.
- Provide a high level of customer service to ensure user satisfaction.
- Communicate effectively with end-users through various channels including phone, email, chat, keeping them informed of ticket progress and resolutions.
- Maintain accurate documentation of incidents, solutions, and processes. Contribute to the knowledge base and help create resources for support staff and customers.
- Ensure compliance with company IT policies and procedures.
Required Skills and Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in Microsoft 365 administration or similar roles.
- Strong knowledge of Microsoft Office 365 applications and services.
- Expertise in managing Exchange Online, SharePoint Online, and Microsoft Teams.
- Experience with Active Directory (AD), Group Policy Management, and Azure AD.
- Proficiency in PowerShell scripting for automation and administration.
- Strong troubleshooting skills to resolve technical issues across platforms.
Preferred Skills and Qualifications
- MCSE: Productivity Certification.
- ITIL v3 Foundation Certification or equivalent knowledge of IT service management.
- Experience with Azure Rights Management and mobile device management (MDM).
- Knowledge of compliance frameworks and data protection practices.
- Familiarity with Exchange ActiveSync and integration of mobile devices.
Why us?
Work Environment and Benefits
- Location: Hyderabad (with flexibility for remote work).
- Learning and development opportunities with access to the latest technologies.
- Indian holiday calendar with 5 additional personal days off.
- Comprehensive leave policy, including vacation, sick leave, maternity/paternity leave, volunteer time off, and more.
- Healthy work-life balance.
- Requires working in Eastern Time Zone (ET) - Miami Time
About Us
We are a team of seasoned engineers, strategists, and business rock stars who excel in solving complex puzzles. With over a decade of experience in the IT industry, we have been producing and designing innovative full-stack technology services and communication solutions that help companies achieve their goals.
Our global presence spans across multiple countries, including The United States, India, The Philippines, and the Netherlands. We have successfully provided our services in over 55 countries, delivering exceptional solutions that are as smart as they are effective.
We understand the value of technology and how it can transform businesses. That's why we work closely with our customers to understand their unique needs and deliver tailor-made solutions that exceed expectations.