# IT Helpdesk/MSP

> CallTek · Cebu City, Philippines · Full-time · Posted 2026-07-31

**Workplace:** on_site

## Description

The Tier 1 IT Helpdesk, or MSP Support Agent provides high-quality customer service and technical support to clients through multiple communication channels, primarily by phone. Serves as the frontline support for IT and High-Speed Internet Access (HSIA) concerns, ensuring timely resolution or escalation of issues while meeting service level agreements (SLAs) and maintaining operational efficiency. 

Key Responsibilities:

-   Serve as the primary point of contact for incoming support requests via phone, email, chat, and ticketing systems  

-   Troubleshoot and resolve basic technical issues related to:  

-   Workstations (Windows/Mac)  

-   Mobile devices  

-   Printers and peripherals  

-   Email systems (e.g., Microsoft 365, Google Workspace)  

-   Internet connectivity and network-related issues, including:  

-   Modems, routers, NICs, and Wi-Fi connectivity  

-   LAN/WAN verification and stability (latency, packet loss, traceroute)  

-   Head-end/server and gateway availability  

-   Network components (switches, WAPs) 

-   Verifies in-room or on-site network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges)  

-   Assists with non-PC device connectivity (mobile devices, gaming consoles, PDAs)  

-   Supports adding new users/customers and basic service provisioning 

-   Log, categorize, and prioritize tickets to meet or exceed SLA response and resolution targets  

-   Perform initial diagnostics and provide first-call resolution whenever possible  

-   Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with proper documentation  

-   Follow standard operating procedures (SOPs), runbooks, and knowledge base articles  

-   Maintain a high level of professionalism and confidentiality when handling client data  

-   Assist with user account management (password resets, access provisioning, permissions)  

-   Support onboarding and offboarding processes for client users  

-   Maintain accurate documentation of issues, resolutions, and client interactions  

-   Monitor system alerts and respond to automated notifications as needed  

-   Delivering excellent customer service and always maintain a professional demeanor  

-   Continuously expand technical knowledge and stay current with MSP tools and best practices

## Requirements

Qualifications:

-   1–2 years of experience in IT support, helpdesk, HSIA support or MSP environment (preferred)  

-   High school diploma or equivalent (Associates degree in IT or related field preferred)  

-   Strong customer service mindset with the ability to manage multiple tasks simultaneously  

-   Ability to follow processes while exercising sound judgment  

-   Reliable, punctual, and able to work independently or as part of a team  

-   Strong understanding of basic IT concepts, troubleshooting methodologies, and problem-solving skills  

-   Basic understanding of:  

-   Windows and/or macOS operating systems  

-   Active Directory and user account management  

-   Networking fundamentals (IP addressing, DNS, DHCP, Wi-Fi)  

-   Internet/HSIA troubleshooting 

-   Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk)  

-   Excellent verbal and written communication skills  

-   Ability to clearly speak, read, and understand the English language in a professional environment  

-   Ability to manage multiple tasks and prioritize effectively in a fast-paced environment  

Preferred Qualifications:

-   Experience working in a Managed Service Provider (MSP) and High-speed Internet Access (HSIA) environment  

-   Familiarity with:  

-   Microsoft 365 administration  

-   Remote monitoring and management (RMM) tools  

-   Basic cybersecurity practices (MFA, endpoint protection)  

-   Relevant certifications (a plus but not required):  

-   CompTIA A+  

-   CompTIA Network+  

-   Microsoft Fundamentals certifications (MS-900, AZ-900)  

-   ITIL Foundation  

Key Competencies:

-   Customer-focused mindset  

-   Strong troubleshooting and analytical skills 

-   Attention to detail and documentation accuracy 

-   Ability to follow SOPs and processes  

-   Team collaboration and willingness to learn  

-   Time management and organizational skills

## Apply

[Apply at CallTek](https://apply.workable.com/staff4me/j/26C9385806/apply)

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