About the Role:

The Tier 1 Help Desk Technician supports the Information Technology team by providing front-line technical assistance to end users across the organization. This role is responsible for quickly identifying, documenting, and resolving basic technical issues while ensuring a high level of professionalism and customer service.

This position plays a key role in maintaining operational continuity by managing incoming support requests, escalating complex issues appropriately, and collaborating with internal IT team members to ensure timely resolution. Strong communication, professionalism, and a collaborative mindset are essential for success in this fast-paced support environment.

Key Responsibilities

• Provide first-level technical support to end users via phone, chat, and ticketing systems (75–100% phone-based support)
• Receive, categorize, and prioritize incoming support tickets in ServiceNow, Jira, and Zendesk
• Troubleshoot and resolve basic hardware, software, and connectivity issues
• Escalate complex technical issues to Tier 2 or specialized IT teams as needed
• Maintain accurate documentation of issues, steps taken, and resolutions in ticketing systems
• Assist users with Microsoft Office Suite, Teams, and other standard business applications
• Follow established IT procedures and service level agreements (SLAs)
• Collaborate with internal IT staff to ensure timely issue resolution
• Provide clear, professional communication to non-technical users
• Support continuous improvement of help desk processes and knowledge base documentation

Qualifications & Skills

Important Skills:

• Strong technical troubleshooting and problem-solving abilities
• Excellent communication skills, both verbal and written
• Familiarity with ticketing systems such as ServiceNow, Jira, and Zendesk
• Basic knowledge of Microsoft Office Suite and Microsoft Teams
• Ability to manage high-volume phone-based support requests
• Strong attention to detail and documentation accuracy
• Ability to prioritize tasks and manage time effectively in a fast-paced environment
• Understanding of basic IT concepts including hardware, software, and networking fundamentals

Ideal Personality & Mindset:

• Professional and customer-service oriented
• Calm and patient under pressure
• Collaborative and team-focused
• Proactive and solution-oriented
• Dependable and accountable
• Strong sense of urgency when resolving user issues
• Comfortable working in a structured support environment

Tools & Technologies

• ServiceNow
• Jira
• Zendesk
• Microsoft Teams
• Microsoft Office Suite

Skills requirements:

1. Excellent English verbal and written communication
2. Strategic thinker
3. Writing and documentation skills
4. Must be able to prioritize work
5. Courteous and friendly
6. Organized and has great attention to detail and quality assurance
7. Ability to build trust
8. Ability to work independently and manage multiple priorities
9. Phone communication skills
10. Other skills as required

Software requirement:

– Licensed OS

Hardware requirements:

1. 5 MBPS or higher Internet (hardwired / not WIFI). If you don’t have 5 MBPS then you must agree to if selected.
2. Private and quiet dedicated home office area
3. Modern computer and operating system
4. Back-ups in case of power or Telco interruptions
5. Good headset and webcam (Preferably noise-canceling headset)

Work schedule:

Monday to Friday

Work hours:

8:00 AM to 5:00 PM Pacific Timezone

11:00 PM to 8:00 AM Manila