IT Service Desk / L1 Support Associate

We are looking for an IT Service Desk / L1 Support Associate to provide first-level technical support to users and assist in resolving day-to-day IT concerns. This role is ideal for fresh graduates with foundational knowledge in IT support, troubleshooting, networking, and IT service management.

Key Responsibilities

• Provide Level 1 technical support for basic hardware, software, connectivity, and user-related IT concerns.
• Receive, document, categorize, and track incidents and service requests through the ticketing system.
• Troubleshoot common issues involving computers, printers, peripherals, software, and Windows/Linux operating systems.
• Assist users with basic technical and connectivity concerns and provide step-by-step troubleshooting.
• Perform basic network troubleshooting involving TCP/IP, IP addressing, DHCP, DNS, and connectivity issues.
• Monitor and report basic system or network issues and escalate unresolved concerns to the appropriate support team.
• Assist with installation, configuration, and basic troubleshooting of workstations, peripherals, and network-related equipment.
• Maintain accurate ticket documentation, including reported issues, troubleshooting performed, escalation details, and resolution.
• Follow established IT service management processes, workflows, and service level requirements.
• Provide timely and professional assistance to users and ensure proper follow-up on assigned tickets.
• Contribute to knowledge documentation and continuous improvement of troubleshooting procedures.
• Perform other entry-level IT support activities as assigned.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Electronics Engineering, Electronics and Communications Engineering, or a related field.
• Fresh graduates are welcome to apply.
• Basic knowledge of IT troubleshooting, computer hardware/software, and operating systems.
• Familiarity with basic networking concepts such as TCP/IP, IP addressing, subnetting, DHCP, DNS, and VLANs.
• Basic understanding of incident and service request management.
• Familiarity with ticketing or ITSM platforms such as Jira Service Management, Confluence, or similar tools is an advantage.
• Basic knowledge of Windows and Linux environments.
• Exposure to Active Directory, remote support tools, or cloud platforms is a plus.
• Strong analytical and problem-solving skills.
• Good communication and customer service skills.
• Willing to work fully onsite.
• Willing to learn and grow in an IT Service Desk / Technical Support environment.

Relevant Skills

L1 IT Support: User Support, Hardware/Software Troubleshooting, Incident Management, Service Requests, Ticket Management

Networking: TCP/IP, IP Addressing, Subnetting, DHCP, DNS, VLANs, Basic Connectivity Troubleshooting

ITSM: Jira Service Management, Confluence, Ticket Documentation, SLA, Escalation

Systems: Windows, Linux, Basic Active Directory

Additional: AnyDesk, Basic AWS/Azure/GCP Exposure, System Monitoring

Work Setup

Position: IT Service Desk / L1 Support Associate
Level: Entry-Level
Experience: Fresh Graduates / 0–2 Years
Work Arrangement: Full Onsite
Salary: Up to ₱25,000/month