Contract IT jobs

21st Floor One Ayala South Tower, EDSA Corner Ayala Avenue, San Lorenzo, 1223 Makati City, Philippines (Onsite)

• Full onsite deployment at customer premises during business hours (or as required by the engagement).

• Fixed-term contract for 3 months, subject to extension based on performance and business requirements.

• Participate in shift handovers where applicable, ensuring continuity of support and visibility of pending actions.

• Adhere to customer site policies, security requirements, and operational procedures at all times.

• Act as the primary onsite point of contact for all user-reported IT incidents, service requests, and technical inquiries.

• Provide regular status updates to end users and stakeholders throughout the incident lifecycle.

• Provide first-level diagnosis and troubleshooting for endpoint, network access, and standard application issues.

• Coordinate closely with remote support teams to facilitate efficient resolution of escalated cases.

• Ensure proper documentation of incidents, resolutions, and known issues within the knowledge base.

• Identify recurring issues and escalate trends to the engineering team for problem management and root cause analysis.

• Maintain ownership of tickets from initiation to closure, ensuring proper follow-ups and timely updates.

• Escalate unresolved or complex issues to Technical Support Engineers (Level 2) with complete and accurate diagnostic information.

• Support basic IT operational tasks such as user account assistance, password resets, device setup, and access validation.

• Log, categorize, and prioritize all incidents and requests in the ticketing system in accordance with defined SLAs.

• Perform hands-on support including device checks, basic network verification, hardware inspection, and user assistance.

• In Scope: Level 1 support, initial triage, basic troubleshooting, onsite coordination.

• Out of Scope: Advanced troubleshooting, configuration changes, and engineering-level tasks, which will be handled by the Technical Support Engineers remotely.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

• 1–2 years of experience in IT Helpdesk, Desktop Support, or Onsite Technical Support.

• Prior experience in an onsite or customer-facing role is preferred.

• Experience working in a ticket-driven support environment with SLA adherence.

• Familiarity with remote support tools and user access management processes.

• Familiarity with Windows operating systems and standard end-user support.

• Basic knowledge of hardware troubleshooting for desktops, laptops, and peripherals.

• Basic understanding of networking concepts such as IP addressing, DNS, DHCP, and connectivity troubleshooting.

• Experience using ticketing systems (e.g., ServiceNow, ManageEngine, Zendesk, or equivalent).

• Structured and disciplined in ticket documentation and process adherence.

• Strong customer service orientation with professional communication skills.

• Proactive in coordination, escalation, and follow-through to ensure resolution.

• Ability to operate effectively in a customer-facing environment.

• Ability to prioritize tasks and manage multiple requests simultaneously.