Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering, or related field.
• Willing to relocate to any part of Central or North Luzon.
• Technical vocational certification in Computer Hardware Servicing or equivalent.
• CompTIA A+, Network+, or similar certification is preferred.
• ITIL Foundation certification is an advantage.
• At least 5 years of experience in IT Helpdesk or Technical Support.
• Experience providing Tier 1 IT support in a structured environment.
• Strong knowledge of Windows operating systems and common office applications.
• Basic knowledge of network connectivity, IP configuration, LAN, and Wi-Fi.
• Knowledge of basic hardware, printer, scanner, and peripheral troubleshooting.
• Familiarity with ticketing/incident management and IT escalation processes.
• Knowledge of IT asset tagging, inventory, and software license tracking.
• Basic understanding of cybersecurity, data privacy, and confidentiality.
• Good verbal and written communication skills.
• Patient, service-oriented, reliable, and detail-oriented.
• Willingness to learn and continuously improve technical skills.

Job Responsibilities

• Provide Tier 1 technical support to users and resolve basic IT hardware and software issues.
• Troubleshoot desktops, laptops, printers, scanners, peripherals, and basic network connectivity.
• Set up and configure desktops, laptops, printers, and basic network devices.
• Install approved software and configurations according to IT standards.
• Log and document incidents, including issues encountered and troubleshooting steps performed.
• Monitor and update ticket status and follow up until resolution, closure, or escalation.
• Prioritize incidents based on service level targets and urgency.
• Escalate issues promptly when they are beyond the authorized Tier 1 scope.
• Maintain IT asset tags, inventory records, and equipment issuance/return logs.
• Assist in software license tracking and IT asset management.
• Follow IT security, data privacy, confidentiality, and site IT policies.
• Identify suspicious system behavior and report it to higher-level IT support.
• Coordinate with vendors regarding equipment repairs, scheduling, and documentation.
• Manage multiple support requests during operational hours.
• Provide clear and simple technical instructions to users.
• Maintain accurate and complete IT documentation and records.
• Follow approved IT procedures, configuration standards, and escalation processes.