Job Description

We are seeking a motivated and detail-oriented IT Intern to join our Technical Support team. This role provides hands-on experience in IT service management (ITSM), end-user support, and basic troubleshooting. The intern will assist in handling Level 1 (L1) support requests, documenting service tickets, and supporting day-to-day IT operations while developing technical and communication skills in a professional environment.

KEY RESPONSIBILITIES:

Technical Support & Operations

• Assist in handling simple and routine Level 1 (L1) technical issues related to hardware, software, and network connectivity
• Log, track, and update incidents and service requests using the ITSM tool in accordance with SLA guidelines
• Provide basic support for end-user tools such as Microsoft Teams, Outlook, and MS Office applications
• Support user onboarding/offboarding activities, including account setup and access provisioning

Ticketing & Documentation

• Accurately document all incidents, requests, and resolutions in the ITSM system
• Ensure proper categorization, prioritization, and tracking of tickets
• Assist in generating reports related to incidents, service requests, and SLA performance
• Help create and maintain documentation such as job aids, workflows, and process guides

Communication & Collaboration

• Communicate effectively with users via phone, email, or chat to provide updates and basic issue resolution
• Escalate complex or unresolved issues to higher-level support teams
• Collaborate with team members, supervisors, and stakeholders on support-related activities
• Participate in team meetings, training sessions, and knowledge-sharing activities

Continuous Improvement

• Assist in analyzing ITSM data to identify trends, recurring issues, and improvement opportunities
• Provide suggestions to enhance support processes, procedures, and service quality
• Seek feedback regularly and apply learning to improve performance and technical skills

QUALIFICATIONS:

• Currently pursuing or recently completed a Bachelor's degree in Information Technology, Computer Science, or related field
• Basic understanding of computer hardware, software, and networking concepts
• Familiarity with Microsoft Office tools (Excel, Word, Outlook, Teams)
• Strong problem-solving and analytical skills
• Good written and verbal communication skills
• Willingness to learn and adapt in a fast-paced environment

PREFERRED SKILLS:

• Exposure to IT service management concepts (ITIL is a plus)
• Basic experience with ticketing tools or helpdesk systems
• Ability to troubleshoot and resolve basic technical issues

WHAT YOU WILL GAIN:

• Hands-on experience in IT support and service management
• Exposure to enterprise tools and real-world IT operations
• Opportunity to build technical, analytical, and communication skills
• Mentorship from experienced IT professionals

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About CITADEL Pacific

CITADEL Pacific Ltd. (CPL) is a diversified private holding company with operations in the Philippines, Hong Kong, Macau, the Republic of Palau, the Commonwealth of the Northern Mariana Islands, and the US Territory of Guam.

Our holdings range from controlling stakes in companies engaged in telecommunications, retail, petroleum and gas distribution, commercial, and industrial property, in-flight catering, and manpower services. Recent acquisitions entering Solar and Data Center businesses position CITADEL to future facing and fast-growing industries in renewables energy and digital infrastructure. Our recent acquisitions of Solar and Data Center businesses position CITADEL in future-facing, fast-growing industries within the renewable energy and digital infrastructure sectors.

We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.