Help Desk Analyst
Posted 1 day ago
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Company Description
IT BY DESIGN provides MSP-focused technical resources to help businesses scale and improve profitability. We offer a wide range of services, including MSP staffing, outsourced NOC, RMM virtual admin, helpdesk support, and professional services. With nearly two decades of experience, we value loyalty and community, consistently taking care of our team as if they are family. We operate three state-of-the-art, fully compliant office facilities in New Jersey and India and pride ourselves on our expertise, reliability, and custom solutions for MSP needs.
Role Description
User Lifecycle Management
- Fully manage onboarding/offboarding for client users: o Provision and configure devices (laptops/desktops). o Create/disable accounts in Microsoft 365, Azure AD, Active Directory. o Set up email, file access, MFA, group policies, and software packages. o Decommission devices securely and archive data where required.
Technical Support (Beyond Helpdesk)
- Handle escalated Tier 1 and basic Tier 2 support tickets (network, printer, email, login issues, system slowness, etc.).
- Use PSA and RMM tools to remotely troubleshoot and maintain endpoints.
- Perform basic administrative tasks on servers, M365 tenants, and firewalls under supervision.
- Document technical fixes and update SOPs/runbooks.
System Maintenance & Monitoring
- Monitor alerts from RMM tools and resolve low/medium-priority issues.
- Assist with patching schedules, antivirus status checks, and backup verifications.
- Perform periodic health checks on client environments (device performance, licenses, capacity).
Process Improvement & Project Assistance
- Support senior engineers in infrastructure or cloud migration projects.
- Create automation or PowerShell scripts for routine tasks (optional but encouraged).
- Proactively identify and recommend recurring issue fixes.
Qualifications
- Must be willing to work 100% onsite and residing near BGC, Taguig.
- Must be available for night shifts (8 PM - 5 AM Manila Time).
- Minimum 2 years of experience in Service Desk/Help Desk support.
- Proficient in troubleshooting Active Directory, Desktop, Office 365, Windows Server, Firewall, VPN, and End User Management.
• Strong written and verbal communication skills. - At least 2 years of experience supporting global/international clients.
Company Benefits
- HMO with Free Dependents on Day 1
- Comprehensive Free MSP Bootcamp Training
- Sponsored IT Certifications
- Convertible to Cash Leaves
- Annual Performance Bonus
- Night Differential Pay
- Government Mandated Benefits
- Life Insurance and Pet Insurance
- 13th Month Pay
- Discounted Lunch Meals
- Car Shuttle Service
- Free unlimited coffee and snacks everyday
Help Desk Specialist
Posted 1 day ago
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Job Description
Work Set-Up:
100% Onsite in BGC, Taguig
Shift:
Eastern Time Shift
Office Location:
Philplans Corporate Center, BGC, Taguig
Company Description
IT By Design is a trusted growth partner for Managed Service Providers (MSPs) with over 20 years of experience. We provide dedicated engineers, always-on infrastructure management, and practical AI solutions to help businesses scale efficiently. Our services include 24x7 Helpdesk support, NOC, SOC, RMM Admins, and AI-powered automation tools. With a global team of over 800 members and SOC 2 Type II compliant operations, IT By Design ensures accountability, scalability, and people-first growth for MSPs.
Role Description
- Manage full user lifecycle: onboarding/offboarding, account creation/disablement (M365, Azure AD, AD), device provisioning/decommissioning, and secure data handling.
- Configure user access: email, MFA, file permissions, group policies, and required software packages.
- Provide Tier 1 and basic Tier 2 technical support (network, email, login, printer, slowness) using PSA/RMM tools and escalate when needed.
- Perform basic administrative tasks on servers, firewalls, and M365 tenants under supervision; document fixes and update SOPs/runbooks.
- Monitor and resolve alerts from RMM tools; assist with patching, AV checks, backup verification, and periodic health/environment checks.
- Support senior engineers with infrastructure projects, cloud migrations, and system improvements.
- Contribute to process improvement by creating automation/PowerShell scripts and recommending permanent fixes for recurring issues.
Qualifications
- HMO with Free Dependents on Day 1
- Comprehensive Free MSP Bootcamp Training
- Sponsored IT Certifications
- Convertible to Cash Leaves
- Annual Performance Bonus
- Night Differential Pay
- Government Mandated Benefits
- Life Insurance
- Pet Insurance
- 13th Month Pay
- Discounted Lunch Meals
- Car Shuttle Service
- Free unlimited coffee and snacks everyday
Help Desk Support
Posted 1 day ago
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Job Description
Position: Help Desk Support
Location: Makati City
The Help Desk Support will serve as the first point of contact for clients' inquiries and concerns related to Life Insurance, HMO/Medical benefits, and Personal Accident Insurance. This role ensures timely resolution, accurate information dissemination, and efficient coordination with providers and internal departments to support employees' needs and enhance overall service satisfaction.
Key Responsibilities
- Assistance & Inquiry Handling
- Respond to queries related to insurance benefits, coverage, eligibility, and claims procedures.
- Provide accurate and timely information regarding Life, HMO/Medical, and Personal Accident insurance policies.
- Guide through claim filing, membership updates, and benefit availment.
- Coordination with Providers & Internal Teams
- Liaise with insurance providers for enrollment, renewals, endorsements, and claim resolutions.
- Escalate unresolved issues to the appropriate department or insurance provider.
- System & Record Management
- Update and maintain employee insurance records in the system.
- Ensure accuracy, confidentiality, and compliance with company policies and data privacy standards.
- Generate reports on insurance utilization, claim trends, and support ticket resolution.
- Process Improvement & Communication
- Provide feedback to improve internal processes related to employee insurance benefits.
- Assist in creating FAQs, guidelines, and communications to educate employees on their insurance benefits.
- Participate in insurance orientations, briefings, or wellness-related programs.
Qualifications
- Bachelor's degree Business Administration, or medical related field.
- At least 1–2 years of experience in help desk, or benefits administration (preferably with insurance handling).
- Familiarity with Life, HMO/Medical, and Personal Accident Insurance policies and processes.
- Strong communication and interpersonal skills with customer-service orientation.
- Proficient in MS Office and comfortable with HRIS/help desk ticketing systems.
- Detail-oriented, organized, and able to manage multiple tasks in a fast-paced environment.
- Ability to handle sensitive and confidential information with professionalism.
Key Competencies
- Customer Service Orientation
- Problem-Solving and Analytical Thinking
- Attention to Detail and Accuracy
- Team Collaboration and Coordination
- Empathy and Patience in Handling Employee Concerns
Job Types: Full-time, Permanent
Benefits:
- Company events
- Health insurance
- Life insurance
- Promotion to permanent employee
Work Location: In person
IT Help desk
Posted today
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Job Description
As a Service Desk / Help Desk Specialist , you will play a vital role in providing efficient and effective IT support to our customers, ensuring their technology needs are met and resolved in a timely manner.
Location: Cyberzone, iHub 4, Filinvest Corporate City, Vector Two, Vector, Northgate Cyberzone Northgate Ave, Muntinlupa City, 1781 Metro Manila
Job Description:
- Respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system
- Diagnose and troubleshoot a variety of hardware and software issues
- Provide first-line support and escalate complex issues to the appropriate technical teams
- Maintain accurate and up-to-date documentation of all support activities
- Identify and recommend process improvements to enhance the customer experience
- Collaborate with cross-functional teams to ensure seamless IT service delivery
Job Requirements:
- Graduate of Bachelor's degree in any field
- At least 18 months of experience in a service desk or IT helpdesk role.
- Open for candidate's who completed 1st year in college.
- We are also accepting High School Graduate or Senior High School graduate with 4 years relevant experience
- Excellent communication and customer service skills to effectively interact with end-users.
Job Types: Full-time, Permanent
Pay: Up to Php38,000.00 per month
Benefits:
- Company Christmas gift
- Company events
- Flexible schedule
- Health insurance
- Life insurance
- Opportunities for promotion
Application Question(s):
- Highest educational attainment:
- Total BPO International voice experience:
- Total Service desk experience in BPO International set-up:
- Do you have experience in Service now?
- Unemployed?
Education:
- Senior High School (Required)
Experience:
- BPO ITSD: 2 years (Required)
Language:
- English (Required)
Willingness to travel:
- 100% (Preferred)
Work Location: In person
Help Desk Technician
Posted today
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Job Description
WORK SCHEDULE:
Helpdesk Technician
Monday-Friday 6 am-3 pm MST (Manila time: 8 pm-5 am)
Remote (Work from home)
Helpdesk Technicians play a pivotal role in delivering exceptional service to our Managed Agreement clients by utilizing client's comprehensive technology stack. They adhere to established processes and procedures while actively contributing to the creation and maintenance of documentation for common issues, thereby streamlining recurring tasks. In addition to assisting in ticket scheduling and responding to phone and chat support requests, Technicians are responsible for diligently following up with end users and ensuring the resolution of all tickets. They are also skilled at identifying requests that fall outside the scope of existing agreements and taking appropriate action
Basic Functions:
•Efficiently managing and resolving trouble tickets
•Facilitating effective communication with both internal teams and clients
•Offering responsive chat and phone support
•Independently coordinating their own schedules
•Maintaining meticulous document and file management
•Conducting quality assurance checks on completed tickets
•Educating and encouraging clients to adhere to best practices
•Proactively addressing ongoing issues and ensuring their resolution
Additional Duties and Responsibilities:
•Providing valuable remote assistance to on-site technicians
•Identifying opportunities for process improvement and actively participating in their development
•Collaborating seamlessly within and across teams to ensure the swift resolution of issues and the completion of root cause analyses
•Rigorously testing solutions to prevent recurring issues and avoid short-term "band-aid" fixes
•Offering informed product recommendations from within our technology stack
•Recognizing out-of-scope (OOS) opportunities and furnishing comprehensive information required for successful project execution
Knowledge, Skills, and/or Abilities Required:
•Hardware and Software Expertise: Proficient in the installation, configuration, and troubleshooting of hardware and software.
•Technical Troubleshooting: Exceptional problem-solving skills in technical scenarios.
•Effective Communication: Ability for collaboration with cross-functional teams and clients.
•Detail Orientation: Meticulous attention to detail in documentation, system changes, and ticket notes.
•Time Management: Effective multitasking and task prioritization.
•Adaptability: Ability to stay current with evolving IT technologies and industry trends.
•Fast-Paced Environment: Capability to excel in dynamic, fast-paced work settings.
•Interpersonal Skills: Strong interpersonal abilities for teamwork and client interactions.
•Continuous Learning: Willingness to acquire new skills and expand technical expertise.
•Customer-Centric Approach: Focused on delivering exceptional service and support.
•Analytical Thinking: Aptitude for diagnosing and resolving complex technical issues.
Help Desk Supervisor
Posted today
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Job Description
Educational Background
' - Graduate in any discipline
Basic computer knowledge required (MS- Office Applications)
Proven ability to adapt to new tools by applying logical approach
Work experience as per the job grade.
Work Experience
The Tier 1 HR Helpdesk Client Manager is required to lead teams responsible for
managing Tier 1 HR related queries from the client employees, line managers, vendors
and other 3rd parties basis the procedures defined, instructions provided and the
knowledge base available. These queries relate to HR Policies, Employee Data
Management, Payroll, Benefits, Learning and Development, T&A and other HR related
topics. These queries should be managed in the specified time and with mandated
level of accuracy with focus on first time closure. Responsible to ensure Service Levels
and contractual compliance are adhered to.
This role requires mandatory periodic rotational shifts on 24/7 basis
5 days Work from office is mandatory requirement of the role
Knowledge and Experience
'- Excellent understanding of various processes of core HR Operations
- Experience in Leading teams managing Tier 1 HR helpdesk for UK, Europe or US
Employees
- Should have experience in using Workflow / case management tools like ServiceNow,
Remedy etc.
Good understanding of various HR Systems/ applications
Basic understanding of MIS
Good understanding of Quality Methodology and tools
Good understanding of Service level agreements and contractual compliance
requirements
Should have good Excel and Presentation skills
Should have excellent client and stakeholder management skills
Behavioral Attributes
' - Excellent written and verbal communication skills
Excellent probing, problem-solving, decision making and negotiation skills.
Logical and efficient, with keen attention to detail.
Strong customer service orientation.
Effective Troubleshooting skills.
Learning agility – Aptitude to venture in to unknown territories.
Good researching skills
Core Role Responsibilities
' - Lead teams providing Tier HR helpdesk support to the Employees, Line Managers,
Vendors and 3rd parties
Team management, Team engagement and Succession planning
Ensure appropriate staffing as required
Financial and contract Management
Ensure policies and procedures are followed and Zero noncompliance across the
engagement
Ensure the Service Levels are met consistently
Ensure data privacy requirements are followed with upmost focus. Drive regular
awareness
- Maintains and improves quality results by adhering to standards and guidelines;
recommending improved procedures
Manage expectations from client stakeholders and internal leadership
Prepare and present data in internal and client governance forums.
Ability to drive a culture of high performance, continuous improvement and motivate
the teams
- Gather insights from the customer regarding seasonal spike in volumes, forecasting
and arrange appropriate staffing
Language requirement
English
Help Desk Team Lead
Posted 1 day ago
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Job Description
Responsibilities
- Providing technical support to teams within the organization when required
- Resolve customers' enquiries or issues upon escalation from internal and external source, ensuring proper follow-up to the final closure.
- Maintaining and updating technical documents and procedures
- Identifying and resolving system issues
- Perform daily system monitoring, verifying integrity and availability of Cartrack's application
- Perform daily post installation/ QA validation
- Review systems and application logs for remote diagnostic of field devices
- Provide training and assistance to users of Cartrack application systems
- Provide on-site field support and installation
- Verify completion of scheduled jobs
- Internal IT support
Requirements
- Diploma or Degree in Electrical, Electronic and Telecommunications Engineering with outstanding academic performance or equivalent industry experience
- Minimum 3 years of experience in the IT service industry.
- Proficient in English
- Excellent communication and interpersonal skills
- Hands-on and a positive attitude
- Technically independent with good initiative
- Strong analytical problem-solving skills with an out-of-box approach in providing solutions
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Senior Help Desk Engineer
Posted 1 day ago
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Senior Helpdesk Engineer
Remote | Sat–Tue | 10:00 AM – 8:00 PM Eastern
About Helix Systems
At Helix Systems, we've been helping small and mid-sized businesses (40–500 users) solve their IT and cybersecurity challenges for over 20 years. As a Managed Service Provider (MSP), we pride ourselves on making IT simple, stress-free, and efficient.
We automate, we script, and we document because IT should be smooth, not stressful. Our clients trust us because we invest in tools and solutions that work. Some of our favorites: Kaseya, Freshdesk, Meraki (yes, the full stack), Addigy, Microsoft 365, Google Workspace, SentinelOne, Huntress, and more.
Why This Role Matters
Our Help Desk is fast, precise, and customer obsessed Most requests are solved in under 20 minutes. As a Senior Helpdesk Engineer, you'll be on the front lines, tackling issues across modern IT stacks, keeping businesses running, and delivering great user experiences.
If you thrive in a high velocity, high standards environment and love solving hands on problems, this role is for you.
Schedule & Location
- Remote
- Saturday through Tuesday, 10:00 AM – 8:00 PM Eastern (4×10 schedule)
What You'll Do
- Be the first point of contact for support calls and tickets through Freshdesk
- Troubleshoot and resolve desktop, network, and application issues
- Document every action clearly in our ticketing system
- Follow SOPs and contribute to internal documentation
- Deliver a professional, empathetic experience with every client interaction
- Monitor tickets to ensure timely updates and SLA compliance
The Kinds of Issues You'll Handle
- Outlook crashes, mailbox connectivity, search/indexing problems
- Password resets, account lockouts, and MFA troubleshooting
- Printer and VPN access issues
- System performance (slowness, high CPU/disk usage)
- Drive mapping and file access errors
- Zoom/Teams glitches (audio, video, settings)
- Microsoft 365 & Google Workspace account and sync problems
- SharePoint access & sync issues
- Endpoint security alerts (SentinelOne / Huntress)
- Basic networking diagnostics (Wi-Fi, DNS, IP, DHCP)
What You Bring
- 3+ years of helpdesk or IT support experience (MSP experience strongly preferred)
- Strong knowledge of Windows 10/11 and Microsoft Office
- Hands-on experience with RMM tools (Kaseya, ScreenConnect, or similar)
- Microsoft 365 admin experience and SaaS troubleshooting skills
- Familiarity with Active Directory basics (users, groups)
- Solid grasp of networking fundamentals
- Ability to explain tech clearly to non-technical people
- High standards for communication, documentation, and follow-through
- Fluency in written and spoken English
Bonus Points For
- Experience with macOS or Google Workspace administration
- Exposure to Azure, Hyper-V, or other virtualization technologies
- Industry certifications (A+, Net+, Security+, MCSA, CCNA, MCSE, etc.)
How to Apply
When applying, please answer the following:
- Do you have MSP experience? (YES / NO)
Rate yourself (1 = never used, 2 = beginner, 3 = expert) on:
RMM tools (Kaseya, Ninja, N-able, etc.)
- Ticketing systems (ConnectWise, Freshdesk, Autotask, etc.)
- Office 365 management
- Azure
- Active Directory
- Hyper-V
- Google Workspace
- macOS
- What certifications do you hold?
- What are your compensation requirements?
- Why are you leaving your current/last job? (It's okay to be honest.)
- Tell us about an IT project or achievement you're proud of.
Why you'll love working here: We value efficiency, learning, and collaboration. You'll get exposure to a wide range of tools and environments, sharpen your technical skills daily, and work with a team that has your back.
Help Desk Level 1
Posted 1 day ago
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Job Description
We are seeking a motivated and experienced Service Desk to join our dynamic team. This is a full-time position based in BGC, Taguig.
As a Service Desk / Help Desk Specialist , you will play a vital role in providing efficient and effective IT support to our customers, ensuring their technology needs are met and resolved in a timely manner.
What you'll be doing
- Respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system
- Diagnose and troubleshoot a variety of hardware and software issues
- Provide first-line support and escalate complex issues to the appropriate technical teams
- Maintain accurate and up-to-date documentation of all support activities
- Identify and recommend process improvements to enhance the customer experience
- Collaborate with cross-functional teams to ensure seamless IT service delivery
What we're looking for:
- Graduate of bachelor's degree in any field
- At least 18 months of experience in a service desk or IT helpdesk role.
- Open for candidate's who completed 1st year in college.
- We are also accepting High School Graduate or Senior High School graduate with 4 years relevant experience
- Strong problem-solving and analytical skills to quickly identify and resolve issues
- Excellent communication and customer service skills to effectively interact with end-users
- Working knowledge of common desktop applications, operating systems, and hardware
- Ability to multitask and prioritize tasks in a fast-paced environment
- Enthusiasm for continuous learning and adaptability to new technologies
- Willing to work onsite in Alabang, Muntinlupa
Job Types: Full-time, Permanent
Pay: Up to Php38,000.00 per month
Benefits:
- Company Christmas gift
- Company events
- Flexible schedule
- Health insurance
- Life insurance
- Opportunities for promotion
Application Question(s):
- Highest educational attainment:
- Total BPO International voice experience:
- Total Service desk experience in BPO International set-up:
- Do you have experience in Service now?
- Unemployed?
Education:
- Senior High School (Required)
Experience:
- BPO ITSD: 2 years (Required)
Language:
- English (Required)
Willingness to travel:
- 100% (Preferred)
Work Location: In person
Expected Start Date: 08/25/2025
Principal Help Desk Engineer
Posted 1 day ago
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Job Description
As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress.
Business Summary
The Deltek Engineering and Technology team builds best-in-class solutions to delight customers and meet their business needs. We are laser-focused on software design, development, innovation and quality. Our team of experts has the talent, skills and values to deliver products and services that are easy to use, reliable, sustainable and competitive. If you're looking for a safe environment where ideas are welcome, growth is supported and questions are encouraged – consider joining us as we explore the limitless opportunities of the software industry.
Position Responsibilities
As a Principal Help Desk Engineer in Maconomy Engineering, you will become a valued member of our Engineering Help Desk team with the primary purpose of ensuring we find successful resolutions to customer issues that makes their way to the team.
Deltek Maconomy is a project-based enterprise resource planning (ERP) solution which is purpose-built specifically for the distinct needs of professional services firms.
We're looking for a proactive and logical Technical Helpdesk Engineer to join our team based in Copenhagen. As a Senior Help Desk Engineer, you will use your technical experience & skills to troubleshoot our Maconomy solution in close cooperation with the Technical Developers, in order to resolve complex cases that are unable to be resolved by the Support Services team. As part of the role, you will be working closely with the Support Services, Product Managers, and Engineering teams to ensure that the best and most timely solution to the cases is provided to our Customers.
Key Responsibilities:
- Liaise regularly between Support Services and Engineering
- Test software issues/defects to make sure they are valid defects
- Investigate and develop/come up with a workaround to assist clients who are not able to use the application feature
- Test application from the point of installation, deployment, and usability
- Assist developers in tracing down the root cause of defects
- Analyze database issues and provide fix scripts using appropriate DB management tools
- Use TFS for defect management, RNT for customer issue management, and Microsoft Teams for cross-business collaboration
- Escalate issues requiring development assistance to the Development team
- Create defects using TFS and link information to Support cases
- Support communication between Dev and Support, following up on requests for further information from either Dev or Support about specific escalated cases or defects
- Review cases submitted to Help Desk by Support to determine if existing defects exist and create new defects if they do not exist
- Generate ad hoc reports regarding cases assigned to the Help Desk team, those with development, those being worked on, etc.
- Track the status of bug fix defects and follow up with Engineering as necessary.
Qualifications
We are looking for people who have the following experience:
- 5+ years of experience of working in a technical software support role
- Demonstrable experience and qualifications using a variety of software development languages
- Excellent knowledge and skills with relational database management (RDBMS) systems – preferably including SQL Server and Oracle
- A background of working with ERP Software and a high-level understanding of the purpose and uses of this type of system
- Strong analytical skills
- Customer service-oriented
- The ability to adapt quickly to new technical environments
- The ability to work under tight deadlines and work effectively in an environment with multiple competing priorities
- Strong communication skills, including the ability to write clearly and concisely, and to present information in a way that facilitates interpretation
- Excellent proficiency in written and spoken English
Travel Requirements
No
Applicant Privacy Notice
Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you ("Personal Data") to administer and evaluate your application. We are the "controller" of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice. Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.