L1/L2 Technical Support Specialist

Job Details: We are seeking an L1/L2 IT Support Specialist with mandatory prior work experience in a government agency or public sector institution to deliver desktop troubleshooting, user helpdesk assistance, hardware/software maintenance, and system support.

• POSITION: IT Support Specialist - L1/L2
• WORK SETUP: On-site / Hybrid Deployment

JOB RESPONSIBILITIES:

• Act as the primary point of contact for L1/L2 technical support requests, system incidents, and user inquiries
• Record, track, escalate, and resolve IT helpdesk tickets within established service level agreement (SLA) targets
• Diagnose and repair desktop hardware, laptops, printers, peripheral devices, operating systems (Windows), and productivity applications
• Manage user accounts, access permissions, password resets, and user group policies in Active Directory and Microsoft 365
• Troubleshoot local area network (LAN), Wi-Fi, VPN connectivity, and peripheral configuration issues
• Perform system updates, software installations, workstation imaging, and maintain IT asset inventories
• Adhere strictly to institutional data security policies, compliance standards, and procedural guidelines

QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or related field
• Minimum 2 to 4 years solid experience providing L1/L2 IT helpdesk and technical desktop support
• Required: Direct prior work experience within a government agency, state department, or public sector institution
• Hands-on proficiency with Windows OS, Active Directory, Microsoft 365, basic networking, and ITSM ticketing tools
• Strong work ethic, reliable troubleshooting capabilities, and clear communication skills

BENEFITS:

• Competitive Salary Package
• Mandatory PH Statutory Benefits (SSS, PhilHealth, Pag-IBIG)
• 13th Month Pay
• HMO / Medical Insurance Coverage
• Paid Vacation & Sick Leaves
• Professional Growth & Technical Skill Enhancement Programs

HOW TO APPLY: Please submit your updated CV/Resume to [email protected] along with your answers to the screening questions below:

1. What city/province do you currently reside in?
2. How many years of experience (at least 2 to 4 years) do you have in L1/L2 IT technical support and desktop troubleshooting?
3. Which government agency or public sector institution did you previously work for, and what was your role there?
4. Do you have hands-on experience in Active Directory user administration, Microsoft 365, and basic LAN/VPN troubleshooting?
5. What ticketing tools (e.g., ServiceNow, Remedy, Jira, Zendesk) have you used for tracking and resolving IT incidents?
6. Previous employment details (What is your current or most recent company/agency and job title)?
7. Reason for leaving and current employment status (Resigned, Cleared, etc.)?
8. Do you have an active NBI or Police Clearance?
9. Expected Salary:
10. Notice Period / Availability:

Send your complete CV and answers to [email protected] with the subject line: L1/L2 IT Support Government - [Your Full Name]