Help Desk Specialist (L1/L2)

About the role

We are seeking a skilled IT Service Desk professional to provide first‑ and second‑level support to international end‑users. The role involves close collaboration with clients and internal teams to resolve tickets and ensure high‑quality technical assistance.

Key responsibilities

• Troubleshoot and resolve issues related to desktop operating systems (Windows, macOS), applications, printers, peripheral devices, and VPN connectivity.
• Manage and maintain Office 365 accounts, including administrative support.
• Administer antimalware solutions and address virus or malware incidents.
• Handle Active Directory user management, permissions, and access rights.
• Perform routine desktop OS maintenance, diagnostics, and application installations.

Required profile

• Minimum 2 years of experience in a Service Desk, Help Desk, or similar IT support role.
• Strong communication skills and ability to work with international clients.
• Customer‑focused attitude with attention to detail.
• Willingness to work onsite in BGC, Taguig and on a night shift (8 PM – 5 AM Manila time).

Required skills

• Active Directory user and permission management.
• Windows and macOS desktop operating systems.
• Office 365 administration.
• VPN and firewall troubleshooting.
• Printer and peripheral device support.
• Antimalware/virus remediation.

What we offer

• HMO, pet insurance, and group life insurance effective from day 1.
• Night shift differential (10% for hours worked between 10 PM and 6 AM).
• Government‑mandated benefits (SSS, PhilHealth, Pag‑IBIG), 13th month pay, annual performance bonus.
• Subsidized meals, free coffee/snacks, shuttle service, and service incentive leaves.
• Quarterly rewards and recognition programs.