# L1 - IT Support Technician

> iSupport Worldwide · Pasig, Philippines · Full-time · Posted 2026-08-20

**Salary:** Up to unknown currency 60,000

**Workplace:** on_site

## 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

## Apply

[Apply at iSupport Worldwide](https://apply.workable.com/isupport-worldwide/j/A4DD5EA253/apply)

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