IT Helpdesk Technician L1 PH
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
WERE HIRING FOR AN IT HELPDESK TECHNICIAN AT PHILIPPINES!
Excis is a global IT support leader globally driven by innovation and collaboration. Were looking for proactive IT Helpdesk Technician to deliver exceptional first-line technical support to our internal users and clients. The ideal candidate is proactive technically sharp and able to provide a world-class customer experience while resolving issues efficiently and accurately. This role is perfect for someone who can handle a fast-paced environment communicates clearly and takes ownership of resolving everyday technical challenges. Join us for a rewarding career in a supportive family-like environment where youll look forward to coming to work every day.
6000 Engineers
200 Enterprise Clients
What Youll Do:
- Serve as the first point of contact for IT incidents and service requests via phone ticketing system email or chat; troubleshoot and resolve L1 issues including Windows/macOS login VPN/remote access password resets/MFA printer/peripheral issues basic network troubleshooting Office 365/Google Workspace support application installation/configuration and account requests.
- Manage ticketing system by creating updating and closing tickets with accurate notes and resolution steps; prioritize tasks based on SLAs and severity; ensure high first-call resolution rates; escalate complex issues to L2/L3 teams with full documentation.
- Communicate clearly and empathetically with users; provide professional timely updates; take ownership of issues until full resolution; maintain knowledge base articles for recurring problems.
- Assist with user onboarding/offboarding including account setup and equipment preparation; support basic endpoint security tasks such as antivirus checks and patching confirmation; follow ITIL processes for incident request and escalation management.
- Monitor security alerts; escalate and coordinate with higher levels as needed; promote proactive problem prevention; maintain documentation and standards for incident management.
- Required Experience: 12 years of IT helpdesk or technical support experience (preferred); solid understanding of Windows 10/11 basic macOS troubleshooting Active Directory (password resets account unlocks) Office 365 admin basics VPN/remote desktop technologies.
- Core Technical Skills: Strong diagnostic and problem-solving skills.
- Communication & Management: Excellent English communication skills (written and verbal); time-management skills to handle multiple tasks; customer-centric mindset and positive solution-oriented attitude.
- Preferred Ticketing & Processes: Experience using ticketing systems (Jira Zendesk Freshservice ServiceNow); familiarity with ITIL foundations.
- Advanced Nice-to-Have: Basic networking knowledge (DNS DHCP IP addressing); experience with cloud platforms (Azure Google Workspace AWS basic support).
Why Join Us:
At Excis your work matters as part of a dynamic hands-on team where technical expertise directly enhances user satisfaction and operational success. The company offers a supportive environment that encourages professional growth continuous learning and collaboration across diverse technologies. Employees enjoy competitive compensation and the opportunity to contribute to a global IT leader that values innovation and excellence with offices in over 50 countries. Clear performance expectations provide a defined growth path toward L2 support roles and beyond. Comprehensive training and certification support covers CompTIA A ITIL foundations and Microsoft credentials in a collaborative team setting. Opportunities abound to work with modern tools enterprise technologies and cloud platforms like Azure and AWS. Ready to make a difference and grow your career Apply now to join Excis in the Philippines and lead IT support excellence!
Required Skills:
Snow Ticketing Tool Hardware Troubleshooting
Required Education:
Bachelors
Company Industry
IT Services and IT Consulting
Key Skills
- IT Experience
- Network Administration
- Active Directory
- LAN
- Computer Networking
- Computer Skills
- Windows
- Remote Access Software
- Help Desk
- IT Support
- Operating Systems
- Troubleshooting
About Company
Our History Founded in Belgium in 2001 as an IT services company, Excis expanded across Europe and established it’s HQ in the UK. The delivery of 24/7 support was followed by the provision of end-to-end solutions, including IT and audiovisual design, installation and servicing. Exci ... View more
