IT Helpdesk Support Specialist

Job Title: IT Helpdesk Support Specialist

Location: Hybrid at our Makati Office (One Ayala)

Are you a tech-savvy professional with a passion for solving problems and delivering exceptional customer service? We’re looking for an enthusiastic IT Helpdesk Support Specialist to join our dynamic team in the heart of Makati. In this role, you’ll be the first point of contact for technical issues, ensuring a seamless and engaging support experience for our users.

What You’ll Do

• Customer First: Serve as the primary contact for users, ensuring a positive experience from the first call.
• Tech Troubleshooter: Apply advanced troubleshooting skills to diagnose and resolve technical problems efficiently.
• Detailed Documentation: Log all incidents accurately, capturing troubleshooting steps and solutions.
• Efficient Resolutions: Maintain and exceed first call resolution (FCR) targets by resolving most issues during initial contact.
• Proactive Improvements: Identify recurring issues and suggest systemic improvements.
• Continuous Learning: Participate in regular training sessions and workshops to stay current on new technologies and best practices.
• Security & Compliance: Ensure data protection and confidentiality, including handling Protected Health Information (PHI) in compliance with HIPAA regulations.

What We’re Looking For

Experience: 1-3 years in IT support or a similar helpdesk environment.

Technical Skills:

• Experience managing user accounts, resetting passwords, and troubleshooting issues related to Active Directory.
• Familiarity with virtual environments like VDH (VMWare) and AVD (Azure Virtual Desktop).
• Basic hardware troubleshooting (rebooting systems, checking physical connections, etc.).
• Proficiency in software troubleshooting (restarting applications, reinstalling software, reviewing permissions, etc.).
• Hands-on experience using remote support tools.

Soft Skills:

• Excellent communication skills to explain technical details to non-technical users.
• A strong customer service mindset with patience, empathy, and professionalism.
• Meticulous attention to detail in documenting incidents and following procedures.
• Outstanding active listening skills to fully understand and resolve user issues.

If you’re ready to advance your career in a vibrant, tech-forward environment and make a real impact on user experiences, we’d love to hear from you. Join us at our Makati office in and be part of a team that values innovation, collaboration, and exceptional support!

Apply now and take the next step in your IT career!