L1 IT Helpdesk (Cebu Onsite)

Job Description

Windows 11 Desktop & Application Support

· Respond promptly to Help Desk requests and provide Level 1 troubleshooting.

· Perform remote and onsite diagnosis and resolution of Windows 11 desktop issues, including OS errors, performance problems, application failures, and configuration issues.

· Install, configure, and maintain end-user workstations, laptops, and related peripherals (printers, scanners, webcams, docking stations, etc.).

· Support Microsoft 365 and other common business applications, including installation, configuration, and basic troubleshooting.

User & System Administration

· Perform Level 1 Active Directory tasks such as creating new users, modifying user properties, resetting passwords, and managing group memberships.

· Assist with workstation imaging, deployment, and basic system setup tasks.

Network & Connectivity Support

· Troubleshoot basic network connectivity issues involving wired and wireless connections.

· Monitor, support, and perform basic troubleshooting on infrastructure devices such as ISP-provided routers, switches, and wireless access points.

· Identify when issues require escalation to higher-level network or systems engineers.

Ticketing & Documentation

· Update service tickets with detailed notes, troubleshooting steps, time entries, and resolution information.

· Follow established workflows and escalation procedures to ensure timely restoration of services.

Team Collaboration & Additional Duties

· Assist with hardware deployments, workstation refreshes, and small-scale IT projects.

· Collaborate with senior technicians and engineers to resolve complex issues.

· Perform other IT-related duties as assigned.

Technical Skills

· 1-2 years of hands-on experience supporting Microsoft desktop operating systems, with strong proficiency in Windows 11.

· Working knowledge of basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting).

· Experience with Microsoft 365 applications and common business productivity tools.

· Familiarity with desktop hardware components and peripheral device troubleshooting.

Professional Skills

· Excellent verbal and written communication skills.

· Strong listening, analytical thinking, and problem-solving abilities.

· Ability to work independently and remain calm under pressure.

· Willingness to work after hours or weekends as part of an on-call rotation.

Preferred

· CompTIA A+, Network+, or similar certifications.

About the Job

• Fulltime position

• Shift Schedule: Flexible hours

• Work Setup: Onsite in Cebu City

Perks and Benefits Include:

• In-house HMO on Day 1 with up to 3 free dependents

• Life Insurance policy on Day 1