Job description
Vertere Global Solutions, Inc. is seeking a motivated IT Support Specialist to join our Level 1 IT Service Desk in Mandaluyong City, Metro Manila. In this role, you will be the first point of contact for end users seeking assistance with hardware, software, and network issues. You will diagnose and resolve common issues, document steps taken, and ensure incidents are routed to the right teams. A strong customer service orientation, clear communication, and a problem-solving mindset are essential to thrive in our fast-paced IT environment.
As part of our IT operations, you will collaborate with cross-functional teams to restore services quickly and maintain high levels of customer satisfaction. You will gain exposure to enterprise-grade technologies, modern IT service management practices, and a culture that values knowledge sharing and continuous improvement. We provide training, opportunities for career growth, and a supportive environment where initiative is rewarded.
If you are passionate about helping people leverage technology to work more efficiently and are looking to start or advance your IT career, this is an excellent place to join a dynamic team in the Philippines\' National Capital Region.
Responsibility
- Serve as the first point of contact for IT service desk requests via phone, email, and chat, delivering professional and timely support.
- Diagnose and troubleshoot hardware, software, and basic network issues at Level 1 and document the resolution steps.
- Provide remote assistance using appropriate tools and escalate complex problems to Level 2 engineers.
- Assist with user account provisioning, password resets, and ongoing access management.
- Create, close, and update incident tickets in the IT service management system; ensure accurate categorization and prioritization.
- Monitor system alerts and performance indicators to identify potential issues and coordinate remediation.
- Contribute to the knowledge base by documenting common issues and solutions to enable faster resolution.
Qualification
- 1-2 years of experience in IT help desk, tech support, or a related role; entry-level candidates encouraged.
- Strong working knowledge of Windows operating systems (Windows 10/11) and basic macOS; comfortable troubleshooting common software problems.
- Familiarity with Microsoft 365 (Exchange, Teams, SharePoint) and user authentication concepts (Active Directory).
- Basic networking understanding (LAN/WAN, DNS, VPN) and ability to troubleshoot connectivity issues.
- Excellent communication and customer service skills; ability to explain technical concepts to non-technical users.
- Experience with IT service management tools (ITSM, ticketing systems) and keeping accurate records.
- Ability to work in a fast-paced environment, handle multiple priorities, and adapt to shift schedules.
- Optional: relevant certifications (A+, ITIL) or degree in information technology or related field.