iSupport Worldwide

L1 - IT Support Technician

iSupport Worldwide  •  Pasig City, PH (Onsite)  •  10 hours ago
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Job Description

Responsibilities:

Incident Management

  • Be the first point of contact for IT incidents via our ticketing system, email, and phone
  • Perform remote hardware and software troubleshooting using RMM and remote access tools
  • Guide users through diagnostic steps to identify root causes
  • Escalate unresolved or out-of-scope issues to Tier 2 with detailed documentation
  • Monitor and respond to RMM alerts for uptime, disk space, and endpoint warnings

Request Fulfillment

  • Process user requests including access provisioning, equipment, and software installations
  • Submit equipment requests for approval per established workflows
  • Fulfill standard service requests using predefined procedures and SLA targets

Identity & Access Management

  • Execute onboarding and offboarding: account creation, access provisioning, and deprovisioning
  • Maintain user accounts, group memberships, and distribution lists in Azure AD / Entra ID and Microsoft 365
  • Manage password resets and MFA set up per company security policy

Asset & Configuration Management

  • Maintain accurate hardware inventory records in our asset tracking system
  • Update digital logs for equipment issuance, returns, and lifecycle status

Knowledge & Security

  • Create and maintain documentation for common issues and standard procedures
  • Contribute knowledge base articles for end users and internal IT reference
  • Triage potential phishing and spam reports, and escalate suspected security incidents immediately
  • Educate users on security best practices during support interactions

Continual Improvement

  • Identify recurring issues and suggest process improvements
  • Provide feedback on gaps in documentation or workflows

Requirements

Requirements Needed:

  • 1+ years of experience in an IT support, help desk, or service desk role (internships and customer-facing technical roles count)
  • Working knowledge of Windows desktop environments and Microsoft 365
  • Familiarity with Active Directory or Azure AD / Entra ID for basic account administration – POS
  • Experience with ticketing platforms such as ServiceNow, Jira Service Management, or Fresh service
  • Exposure to RMM tools (e.g., NinjaOne, Kaseya, Datto) and remote support software / workspace
  • Strong written and verbal communication skills — you can explain technical concepts to non-technical users

Preferred

  • CompTIA A+, Network+, or Microsoft 365 Fundamentals (MS-900) certification
  • Familiarity with ITIL v4 foundations or other service management frameworks
  • Basic scripting (PowerShell) for routine task automation
iSupport Worldwide

About iSupport Worldwide

iSupport Worldwide is one of the leading modern offshoring companies in the Philippines. We provide world-class and dedicated staffing, facilities, and managed operations for Fast-Growing Companies and Small and Medium-Sized Businesses in any industry, vertical, and language. We build boutique teams of accountants, engineers and even legal professionals.

Founded in 2006, iSupport Worldwide is a US-Owned BPO company, with sites in the Central Business District of Ortigas, Philippines.

Finding, landing, and retaining high-performance talent is one of the toughest challenges many businesses face today. Traditional outsourcing gives minimal control over recruitment, operations, and facilities. Staff is shared with other companies that translate to a reduction in talent level and low business performance. These gaps limit the full potential of Fast-Growing Companies and SMBs.

iSupport Worldwide bridges these gaps. We support our clients by giving them access to our robust recruitment team and a vast talent pool with workforce participation of 43 to 45 Million. Talent is concentrated in Metro Manila, where our sites are located.

Our clients enjoy an average of 70% to 75% savings in business costs and low attrition at 2.1%. They have full control of high performance and 100% dedicated team with 0% reduction in talent level.

We provide a highly secured facility and take on the entire administrative functions like facilities, human resources, payroll, and IT support, giving you the ability to operate 24/7/365 in your company-owned branded suites.

We help your company scale up by giving you access to a platform with a world-class workforce to generate profitable revenue while increasing quality and reducing costs.

Industry
Consulting & Advisory
Company Size
501-1,000 employees
Headquarters
Pasig City, PH
Year Founded
2006
Website
isupportworldwide.com
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