IT Helpdesk Engineer | Onsite (Night Shift)

IT Helpdesk Engineer
Work Location & Set-up: ONSITE; Ayala, Makati
**Work Schedule: 9pm to 6am

Job Description:**

• As an IT Helpdesk Engineer, you will be in charge of managing our ticketing system, support our employees' IT Support requirements, and keep technical documentation up to date.

Key Responsibilities:

• Provide Level 1–Level 2 (L1–L2) IT support by troubleshooting and resolving hardware, software, and general technical issues received through the ticketing system.
• Manage, monitor, and respond to IT support tickets, gradually taking ownership of ticket resolution and ensuring timely follow-up and closure.
• Troubleshoot VPN and network connectivity issues, password resets, account-related concerns, software installation, hardware and peripheral malfunctions, and other technical support requests.
• Administer and maintain IT applications and collaboration tools, including Google Workspace, Slack, Jira, and Confluence.
• Manage user access and permissions, including account provisioning and deprovisioning, as well as user onboarding and offboarding.
• Perform basic systems and application administration, routine IT maintenance, software updates, and system troubleshooting to ensure operational efficiency.
• Document IT processes, troubleshooting steps, resolutions, and ticket-handling procedures to maintain accurate technical records and support knowledge sharing.
• Assist users with IT-related inquiries and technical concerns, ensuring effective communication and a smooth resolution process.
• Support the maintenance and optimization of IT systems, applications, and user accounts in accordance with established IT procedures and security requirements.

Qualifications:

• 3–5 years of experience in a similar IT Support / Helpdesk role.
• Experience working in startup environments is highly preferred but not required.
• Hands-on experience with ticket management and troubleshooting, primarily involving software and hardware issues such as: VPN and connectivity issues, password resets and account-related concerns, software installation and troubleshooting, hardware and peripheral issues and general technical support requests.
• Background in L1–L2 IT Support, with experience troubleshooting and resolving technical issues.
• Experience providing support for Slack, Google Workspace, Jira, and Confluence.
• Experience with IT administration and troubleshooting, particularly: access and permissions management, user onboarding and offboarding, account provisioning and deprovisioning, and basic systems and application administration