IT Help Desk L2 – Invotec

Day Shift
BGC Taguig

As a Helpdesk team member, you are responsible for the handling first level support (and second level if qualified) of service requests. This relates to all technology, to include: workstations, servers, tablets, printers, phones, networks, vendor specific hardware, software, and general administration tasks.

Primary Job Functions

Technical Support & Client Communication

  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Support of disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Work with the Service Desk Co-Ordinator to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer level support
  • Understand processes in Connect Wise by completing assigned training materials and blueprints on the Connect Wise University
  • Accurately completing timesheets
  • Remediation and escalation of issues found in monthly reports
  • Remediation and escalation of critical and high issues including server related issues
  • Remediation of backup issues and conducting monthly test and restores of critical data
  • Conducting specified Onboarding tasks for new customers in accordance with the time frames and quality standards

Required Skills

  • Active Directory Administration (creation of users’ accounts etc.)
  • Sound knowledge of Backup technologies (Symantec, Veam, Veritas, Storage Craft) – at least one.
  • Office 365 Administration (user/mailbox creation)
  • Exchange Administration (mailbox creation)
  • Strong desktop knowledge, Windows 10 ,8 and 7
  • Strong Microsoft Office Skills
  • Good Verbal and Written communication skills

Technical Skills

  • Microsoft Windows Vista, Windows Server and Windows 7 Desktop Troubleshooting Skills.
  • Basic knowledge of Microsoft Windows 2003/2008 server including Small Business Server.
  • Working experience in Citrix, VMware
  • Demonstrate experience with, modem router setup and configuration.
  • Working knowledge of wireless networks.
  • Experience in configuring and maintaining back up technologies including Storage Craft
  • Diagnose and rectify WAN and LAN issues, including ADSL based technologies.
  • Practical experience in PC hardware repairs is an advantage.
  • Practical experience in deploying and migrating users from old PCs to new PCs
  • A desire to work with SME businesses to directly support their IT infrastructure.

Certifications (Good to have but not required)

  • Microsoft Certified Desktop Support Technician (MCDST)
  • Microsoft Certified Technology Specialist (MCTS)
  • Microsoft Certified IT Professional (MCITP)


Job Features

Job CategoryTechnical Support
Job StatusFull Time
Job LevelAny
Salary₱35,000 - ₱40,000
Working HoursDay Shift
Dress CodeBusiness (e.g Shirts)
Telephone(02) 485 7521


* FREE Daily Meals
* Regularization and Annual Appraisal
* HMO Coverage + 1 Dependent FOR FREE
* Paid Time Offs
* Competitive Salary Packages
* Work-Life Balance
* Friendly and Supportive TGT Team

Company Photos

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