IT Support Specialist L1/L2
HRTx, Inc. · Taguig, Metro Manila, Philippines ·
- Category
- Support
- Experience
- 2+ years
The IT Support Specialist is responsible for responding to Level 1 and 2 end-user requests through our ticketing system, providing timely and effective resolution of hardware, software, and network issues.
The ideal candidate will have experience working collaboratively with onshore teams and a strong understanding of IT support workflows, with ServiceNow experience considered a plus.
Essential Duties & Responsibilities
Provide Level 1 and Level 2 technical support for end users, including troubleshooting issues related to:
- Workstations, laptops, and peripherals (printers, scanners, etc.)
- Operating systems and standard business applications
- Network connectivity (LAN/WAN)
- Respond to and manage support tickets using a ticketing system (preferably ServiceNow), ensuring timely resolution and proper documentation.
- Collaborate with onshore IT teams to escalate and resolve complex issues.
- Install, configure, and upgrade hardware and software as needed.
- Track and document all support activities, resolutions, and follow-ups.
- Assist with remote setup and maintenance of IT infrastructure in various office locations.
- Support operational systems such as telephony, security, and office equipment.
- Provide administrative support for IT operations, including inventory tracking and reporting.
Required Qualifications and Experience:
- Bachelor's degree in Information Technology or a related field, or equivalent work experience.
- Minimum 2-3 years of experience in an IT support role (L1/L2).
- Familiarity with ticketing systems and IT support workflows.
- Experience supporting users in a multinational, multicultural environment.
- Strong communication skills in English, both written and verbal.
- Ability to work independently and collaboratively with remote/onshore teams.
Preferred Qualifications:
- Experience with ServiceNow or similar ITSM platforms.
- Microsoft certifications (e.g., MCP, MTA, or equivalent).
- Experience in healthcare or regulated industries is a plus.
Key Skills:
- Proficiency in Microsoft 365 Office Suite (Excel, Word, Outlook)
- Strong organizational and documentation skills
- Excellent customer service and interpersonal skills
- Analytical thinking and problem-solving abilities
- Ability to manage multiple tasks and prioritize effectively
- Familiarity with VOIP phone systems and remote support tools
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