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iSupport Worldwide
L1 - IT Support Technician
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Location
Pasig, Metro Manila, Philippines
Work mode
on-site
Type
full-time
Company size
11+ people
First seen
1w ago
Last seen
2d ago
Responsibilities:
Incident Management
•
Be the first point of contact for IT incidents via our ticketing system, email, and phone
•
Perform remote hardware and software troubleshooting using RMM and remote access tools
•
Guide users through diagnostic steps to identify root causes
•
Escalate unresolved or out-of-scope issues to Tier 2 with detailed documentation
•
Monitor and respond to RMM alerts for uptime, disk space, and endpoint warnings
Request Fulfillment
•
Process user requests including access provisioning, equipment, and software installations
•
Submit equipment requests for approval per established workflows
•
Fulfill standard service requests using predefined procedures and SLA targets
Identity & Access Management
•
Execute onboarding and offboarding: account creation, access provisioning, and deprovisioning
•
Maintain user accounts, group memberships, and distribution lists in Azure AD / Entra ID and Microsoft 365
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Manage password resets and MFA set up per company security policy
Asset & Configuration Management
•
Maintain accurate hardware inventory records in our asset tracking system
•
Update digital logs for equipment issuance, returns, and lifecycle status
Knowledge & Security
•
Create and maintain documentation for common issues and standard procedures
•
Contribute knowledge base articles for end users and internal IT reference
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Triage potential phishing and spam reports, and escalate suspected security incidents immediately
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Educate users on security best practices during support interactions
Continual Improvement
•
Identify recurring issues and suggest process improvements
•
Provide feedback on gaps in documentation or workflows
Requirements
Requirements Needed:
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1+ years of experience in an IT support, help desk, or service desk role (internships and customer-facing technical roles count)
•
Working knowledge of Windows desktop environments and Microsoft 365
•
Familiarity with Active Directory or Azure AD / Entra ID for basic account administration – POS
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Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Fresh service
•
Exposure to RMM tools (e.g., NinjaOne, Kaseya, Datto) and remote support software / workspace
•
Strong written and verbal communication skills — you can explain technical concepts to non-technical users
Preferred
:
•
CompTIA A+, Network+, or Microsoft 365 Fundamentals (MS-900) certification
•
Familiarity with ITIL v4 foundations or other service management frameworks
•
Basic scripting (PowerShell) for routine task automation
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