IT Help Desk L2 – Phase 42

Day Shift
BGC Taguig

As a Helpdesk team member, you are responsible for handling first level support and second level support 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
  • Utilize telephone, email and internal systems to provide technical support to customers and fellow staff.
  • Efficiently and accurately record customer interactions in CRM
  • 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
  • Escalate service requests that require engineer level support
  • Document processes and resolutions in KB articles
  • Accurately completing timesheets
  • Follow internal policies and procedures to facilitate and maximize outcomes for the customers

Required Skills

  • Active Directory administration (creation of users’ accounts etc.)
  • Sound knowledge of backup technologies (Veeam, Acronis, StorageCraft) – at least one.
  • Office 365 administration (user/mailbox creation and management)
  • Exchange administration (mailbox creation and management)
  • OneDrive/SharePoint administration (desktop syncing and document library management)
  • Strong desktop knowledge, Windows 10, 8/8.1 and 7
  • Strong Microsoft Office skills
  • Strong networking skills
  • Excellent verbal and written communication skills

Technical Skills

  • Microsoft Windows 7, Windows 8/8.1 and Windows 10 Desktop Troubleshooting Skills
  • Sound knowledge of Microsoft Windows Server 2008/2012 and possibly 2016/2019
  • Experience in server administration and technologies (DHCP, DNS)
  • Working experience in Citrix, HyperV or VMware
  • Demonstrate experience with modem router setup and configuration
  • Working knowledge of wireless networks
  • Experience in configuring and maintaining back up technologies
  • Diagnose and rectify WAN and LAN issues
  • 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
  • Experience in ConnectWise Manage or LabTech/Automate is a plus

Certifications (Good to have but not required)

  • Microsoft Certified Desktop Support Technician (MCDST)
  • Microsoft Certified Technology Specialist (MCTS)
  • Microsoft Certified IT Professional (MCITP)
  • Cisco Certified (CCNA, CCNP)


Job Features

Job CategoryIT, Technical Service Desk, Technical Support
Job StatusFull Time
Job LevelAny
Year of Experience2
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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