L1 Help Desk Technician (Hybrid, Manila)

About the role

We are seeking a customer‑focused L1 Help Desk Technician to join our Manila team. The role provides first‑line technical assistance to end‑users, handling incidents and service requests across Windows, macOS and Linux environments. The position operates on a rotating shift schedule (AM, PM, night) and follows a hybrid work model.

Key responsibilities

• Deliver L1 technical support for desktops, laptops, printers and other peripherals.
• Receive, document, categorize, resolve and, when necessary, escalate incidents using the ITSM ticketing system.
• Monitor ticket queues to ensure SLA‑compliant resolution times.
• Troubleshoot connectivity issues including VPN, internet, and network problems.
• Support Microsoft Office, Active Directory, Exchange and other common business applications.
• Provide remote assistance via WebEx, VNC, RDP or similar tools.
• Install, configure, update operating systems, drivers and applications.
• Collaborate with L2/L3, infrastructure and global support teams.
• Maintain accurate knowledge base articles and documentation.

Required profile

• Minimum 2 years of experience in a Help Desk, Service Desk or L1 support role.
• Fluent Bahasa Melayu speaker (non‑negotiable).
• Strong communication skills and a customer‑service mindset.
• Ability to work rotating shifts in a 24/7 support environment.

Required skills

• Windows, macOS and Linux (Ubuntu) troubleshooting.
• Microsoft Office, Active Directory and Exchange.
• VPN and network troubleshooting.
• ITSM / ticketing tools.
• Remote support tools such as WebEx, VNC and RDP.

What we offer

• Market‑rate salary.
• Hybrid work arrangement (office and remote).
• Rotating shift schedule with opportunities for skill development.