IT Helpdesk Engineer

IT Helpdesk Engineer Work Location & Set-up: ONSITE; Ayala, Makati Work Schedule: 9pm to 6am Job Description: As an IT Helpdesk Engineer, you will be in charge of managing our ticketing system, support our employees' IT Support requirements, and keep technical documentation up to date. Key Responsibilities: Provide Level 1–Level 2 (L1–L2) IT support by troubleshooting and resolving hardware, software, and general technical issues received through the ticketing system. Manage, monitor, and respond to IT support tickets, gradually taking ownership of ticket resolution and ensuring timely follow-up and closure. Troubleshoot VPN and network connectivity issues, password resets, account-related concerns, software installation, hardware and peripheral malfunctions, and other technical support requests. Administer and maintain IT applications and collaboration tools, including Google Workspace, Slack, Jira, and Confluence. Manage user access and permissions, including account provisioning and deprovisioning, as well as user onboarding and offboarding. Perform basic systems and application administration, routine IT maintenance, software updates, and system troubleshooting to ensure operational efficiency. Document IT processes, troubleshooting steps, resolutions, and ticket-handling procedures to maintain accurate technical records and support knowledge sharing. Assist users with IT-related inquiries and technical concerns, ensuring effective communication and a smooth resolution process. Support the maintenance and optimization of IT systems, applications, and user accounts in accordance with established IT procedures and security requirements. Qualifications: 3–5 years of experience in a similar IT Support / Helpdesk role. Experience working in startup environments is highly preferred but not required. Hands-on experience with ticket management and troubleshooting, primarily involving software and hardware issues such as: VPN and connectivity issues, password resets and account-related concerns, software installation and troubleshooting, hardware and peripheral issues and general technical support requests. Background in L1–L2 IT Support, with experience troubleshooting and resolving technical issues. Experience providing support for Slack, Google Workspace, Jira, and Confluence. Experience with IT administration and troubleshooting, particularly: access and permissions management, user onboarding and offboarding, account provisioning and deprovisioning, and basic systems and application administration