IT Helpdesk (L2) – Lancom

Day Shift
BGC Taguig

Position Title:  IT Helpdesk (Level 2) //   Shifting Schedule: Day Shift   //  Campaign: New Zealand 

As a Helpdesk team member, you are responsible for handling first level support (and second level if qualified) of service requests. This relates to all technology, to include: workstations, servers, printers, phones, networks, vendor-specific hardware, software, diagnostic, 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
  • Supporting end-users of Lancom built Applications
  • 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 ConnectWise by completing assigned training materials and blueprints on the Connect Wise University
  • Upskilling in Cloud Technologies such as AWS and Azure by completing assigned training and certifications
  • Accurately completing & submitting timesheets

Required Skills

  • Active Directory Administration (creation of users’ accounts etc.)
  • Sound knowledge of Backup technologies (Symantec, Veaam, 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 7, 8.1 & 10 Desktop Troubleshooting Skills.
  • Basic knowledge of Microsoft Windows 2008 – 2016 server.
  • Working experience in Citrix / RDS
  • Strong experience in troubleshooting and diagnostics
  • Demonstrate experience with, modem/router setup and configuration.
  • Working knowledge of wireless networks.
  • Account migration and deployment
  • Experience in configuring and maintaining back up technologies including Storage Craft
  • Diagnose and rectify WAN and LAN issues, including ADSL based technologies.
  • Experience working with AWS Technologies
  • 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)

  • Experience with Connectwise or other PSA Ticketing tools.
  • Microsoft Certified Solutions Expert (MCSE)
  • Microsoft Certified Desktop Support Technician (MCDST)
  • Office 365 Certifications
  • AWS Certification

Our Hiring Process


Job Features

Job CategoryIT, Technical Support
Job StatusFull Time
Job LevelAny
SalaryPhp 35,000 - Php 40,000
Year of Experience3 years
Working HoursShifting Schedule (4 x 11)
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

Apply Now!

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