IT Helpdesk Technician I

Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We pride ourselves on doing great work for our customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire an IT Helpdesk Technician I to join our growing company.

• Job Responsibilities:

Respond to IT Tickets

• Manage our IT ticketing system by either handling the ticket or delegating it to the proper resource to handle

Responsible for communicating with the employees and clients while handling the ticket either by Microsoft Teams or email

• Provide first-line technical support and troubleshooting for computer systems, software, and hardware

Triage and respond to requests for technical assistance via ticketing system, phone, email, or in-person

• Diagnose and resolve technical issues related to software installation, network connectivity, printers, and peripheral devices

Install, configure, and maintain desktop applications and operating systems

• Assist with user account management and password resets

Escalate unresolved issues to Level 2 or Level 3 support teams as needed

• Document technical knowledge in the form of notes and manuals

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team

• Job Qualifications:

Associate's degree in IT or related field preferred

• Proven experience as a help desk technician or other customer support role

Familiarity with remote desktop applications and help desk software (e.g. Freshdesk, TeamViewer, NinjaOne)

• Basic knowledge of computer systems, network protocols, and troubleshooting techniques

Excellent problem-solving and communication skills

• Ability to work well under pressure in a fast-paced environment

Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) are a plus

This is going to be an on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga.

Job Types: Full-time, Permanent

Benefits:

• Additional leave

Company events

• Health insurance

On-site parking

• Opportunities for promotion

Paid training

• Pay raise

Staff meals provided

• Transportation service provided

Schedule:

• Evening shift

Monday to Friday

• Night shift

Rotational shift
Supplemental Pay:

• 13th month salary

Overtime pay

• Performance bonus

Application Question(s):

• How much is your expected salary

Experience:

IT Helpdesk T: 1 year (Required)