Job Description
Adventus is seeking a proactive IT Helpdesk Engineer to join our technology team in Metro Manila. In this role, you will provide essential desktop, printing, and peripheral support to end users, delivering timely 1st and 2nd line assistance both on-site and from the office. You will be the first point of contact for IT inquiries, ensuring a positive user experience and rapid resolution of issues. You will collaborate with cross-functional teams to maintain operational efficiency and minimize downtime across the organization.
Key responsibilities include troubleshooting hardware and software problems, configuring devices, installing updates, and supporting Windows workstations and Office 365. You will manage user accounts, access permissions, and email systems, assisting with password resets and security best practices. You will document all incidents in the ticketing system, track progress, and ensure timely follow-up until case closure. You will also escalate complex issues to Tier 2/3 specialists when necessary and coordinate with vendors for hardware replacements or warranty claims. The role requires a proactive learner who keeps pace with rapidly evolving technologies while delivering friendly, professional service to end users.
Qualifications include a solid foundation in IT support, with hands-on experience in desktop and peripheral troubleshooting, and familiarity with Active Directory concepts. You should be comfortable working in a fast-paced environment in Metro Manila and able to communicate clearly with non-technical colleagues. This position offers opportunities for growth within Adventus and exposure to a range of IT disciplines, from endpoint management to user support process improvements.
Responsibilities
- Provide first and second line IT helpdesk support for desktops, laptops, printers, and peripherals, ensuring quick and effective resolutions.
- Troubleshoot hardware and software issues, configure devices, install updates, and maintain baseline workstation configurations.
- Manage user accounts, access permissions, and email systems, including password resets and security best practices.
- Document all incidents in the ticketing system, track progress, and ensure timely follow-up until case closure.
- Escalate complex issues to Tier 2/3 specialists and coordinate with vendors for hardware replacements or warranty claims.
- Deliver on-site and remote support as needed, maintaining high levels of customer satisfaction and clear communication.
Qualifications
- 1-3 years of experience in IT helpdesk or similar role.
- Strong knowledge of Windows operating systems and Microsoft Office 365.
- Experience with Active Directory concepts and email administration.
- Excellent troubleshooting, communication, and customer service skills.
- Ability to work on-site in Metro Manila and collaborate with cross-functional teams.
- Certifications such as CompTIA A+ or ITIL are a plus.
- Willingness to learn and adapt to new technologies.