IT Help Desk L3 – Total Care IT

Night Shift
BGC Taguig

Primary Job Functions

Technical Support & Client Communication

  • We’re looking for candidates who understand how to find their way around a network, within servers, and other IT systems to discover what is lacking in our documentation, to uncover inconsistent configurations, and who can evaluate an IT environment against a set of standards as well as document any discovered gaps.
  • Your main responsibility will be to complete Technical Alignments, a critical part of our business that separates us from our competition and enables us to deliver a better customer experience
  • Provide management with support by recommending system and process improvements to enhance quality service for the client and its clientele
  • Act as the first point of escalation by the team for user/client-relation issues or queries and act as a liaison to other IT but can take the position of the front line support for basic to complex issues whenever is necessary
  • Ensure that the team monitors, and updates issue/call tracking systems established for Helpdesk services, ticketing system.
  • Manage escalated unresolved tickets to appropriate support specialist or service group and take ownership
  • Improve processes through automation & optimization using PowerShell
  • Perform system analysis to ensure operation is within specification on system installation, maintenance & upgrade
  • Provides support in supervising the day to day activities of the team and ensure to meet service delivery requirements
  • Assist in the Orientation, induction, and training of New Hires or other team members
  • Ensure Service Level Agreement and Standard Operating procedures are met

Required Skills

  • Extensive Active Directory & Office 365 Administration (user access management, GPO management, etc.)
  • Experience in managing back-up solutions (Altaro) and systems monitoring to tools such as Datto RMM
  • Extensive knowledge/ hands-on experience in Server virtualization (installation, configuration, and management)
  • Experience in process automation via PoweShell scripting
  • Good understanding of fundamentals of networking & security (Sophos, SonicWall, Cisco Meraki, Cyberoam; Webroot, Cylance Protect)
  • Strong desktop knowledge, Windows 10,8 and 7
  • Strong Microsoft Office Skills
  • More than 5 years of experience operating in an environment with the overall delivery model for enterprise IT and a service-oriented approach
  • More than 5 years of experience developing and publishing services and SLAs
  • More than 5 years of experience in establishing relationships with customers ensuring alignment with the business needs
  • Directly support the IT Helpdesk team in their technical concerns and escalations
  • Goal oriented, self-motivated and a team player
  • Ability to work under supervised
  • Work experience in an MSP environment using Autotask ticketing system is a Plus but not required

Technical Skills

  • Configuring, Managing & Deploying AD/DC DNS, WSUS, RIS, GPO, FTP, DFS, IIS, LDS & DHCP in Windows Server 2003-2019
  • Configuring, Managing & Maintaining Virtual environment (VMware,Hyper-V, Virtual Box etc..)
  • Configuring & Maintaining back up technologies
  • Diagnosing and rectifying WAN and LAN issues, including DSL/ ADSL based technologies
  • Configuring & Managing different networking equipment (Modem & Router, Switches, Firewalls, WAN Accelerators, DNS, DHCP, Proxy servers etc…)
  • Configuring & Managing of wireless networks
  • Remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Managing network equipment to the latest firmware releases
  • Configuring & Supporting different routing protocols RIP, IGRP, OSPF, EGP, EIGRP, BGP etc…
  • Practical experience in deploying and migrating users from old PCs to new PCs.
  • Practical experience in PC hardware repairs is an advantage
  • Good troubleshooting Skills
  • Solid experience in managing simultaneous major incidents from detection to complete resolution

Certifications (Good to have but not required)

  • Microsoft Certified Desktop Support Technician (MCDST)
  • Microsoft Certified Technology Specialist (MCTS)
  • Microsoft Certified IT Professional (MCITP)
  • Microsoft Windows Server Certification
  • ITIL Certified


Job Features

Job CategoryIT, Technical Service Desk
Job StatusFull Time
Job LevelAny
Year of Experience5
Working HoursNight 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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