IT Helpdesk Admin

About the role

MicroSourcing is looking for an IT Helpdesk Admin to be the first point of contact for users in its Pasay office. You will triage incidents, resolve Level 1 and Level 2 issues, and ensure tickets are handled according to service level agreements.

Key responsibilities

• Perform initial triage of IT incidents and service requests logged through the Helpdesk system.
• Diagnose and resolve Level 1 and Level 2 technical issues for end‑users.
• Maintain accurate ticket documentation, categorization, prioritization, and timely resolution.
• Provide support for Microsoft 365, Active Directory, Citrix, mobile device management, workstations, printers, and related technologies.
• Investigate and resolve escalated incidents involving server infrastructure, network connectivity, Oracle Simphony POS, and business applications.
• Create and maintain technical documentation, knowledge‑base articles, and standard operating procedures.

Required profile

• Minimum 12 months experience in a Level 1 or Level 2 Helpdesk, Service Desk, or IT Support role.
• Strong understanding of Microsoft 365, Active Directory, and Windows Server environments.
• Experience with Helpdesk ticketing systems, Citrix, and mobile device management platforms.
• Excellent communication, troubleshooting, documentation, and time‑management skills.
• Ability to work independently in an offshore support environment with minimal supervision.

Required skills

• Microsoft 365
• Active Directory
• Windows Server
• Helpdesk ticketing systems
• Citrix
• Mobile Device Management (MDM)
• Oracle Simphony POS
• Server administration
• Network troubleshooting

What we offer

• Above‑market compensation and performance bonuses.
• Healthcare coverage from day one, including dependents.
• Group life insurance.
• Collaborative, inclusive work environment with company‑sponsored events.
• Flexible work arrangements to support work‑life harmony.
• Opportunities for continuous learning and career advancement.