Key Responsibilities:

• Ticket Management: Log, prioritize, and manage incoming support requests (tickets) for technical issues related to desktops, laptops, mobile devices, and standard corporate applications.

• First-Level Resolution: Troubleshoot and resolve common technical problems remotely, including password resets, account lockouts, basic network connectivity issues, and software installation support.

• System Deployment: Assist with the configuration, deployment, and imaging of new hardware (laptops, monitors) for incoming employees.

• Documentation: Maintain and update the knowledge base articles and IT documentation to improve resolution times for recurring issues.

• Escalation: Accurately identify and escalate complex issues to senior network, security, or applications teams when necessary.

• Educational Background: Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, or a related field. Vocational certification (e.g., CompTIA A+, Cisco CCNA) is a plus.

• Experience: 0-2 years of experience in an IT Help Desk, technical support, or desktop support role. Fresh graduates with strong technical troubleshooting skills are highly encouraged to apply.

• Technical Proficiency: Foundational knowledge of Windows and macOS operating systems, basic networking concepts (TCP/IP), and cloud applications (e.g., Microsoft 365, Google Workspace).

• Soft Skills: Excellent problem-solving skills, strong logical thinking, and clear verbal communication for guiding non-technical users through solutions.

• Work Setup Readiness: Must work on-site in the Taguig data center/office to handle physical hardware troubleshooting, deployment, and receive hands-on training. Must be available for occasional scheduled on-call duty.