IT Support Officer

IT Support Officer

Quezon City, Metro Manila, Philippines

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Job Openings IT Support Officer

About the job IT Support Officer

Primary Purpose

Provide first‑level IT support to all Supagas employees and assist with second‑level support across applications, printers, network, and infrastructure environments.

Job Description

Role and Responsibilities

• Maintain and monitor requests within the Service Desk ticketing system.
• Respond to and resolve support requests in a timely, friendly manner while meeting SLA requirements.
• Identify, triage, and escalate Severity 1 and 2 incidents promptly.
• Perform remote troubleshooting using structured problem‑solving techniques and targeted questioning.
• Provision and manage user accounts, including onboarding new users and deactivating exiting users.
• Provide support for password resets, printers, bundy clocks, MFA, and other day‑to‑day IT issues.
• Deploy software to PCs and perform general application troubleshooting.
• Triage faulty hardware (e.g. driver and yard handheld devices) and coordinate repairs or replacements.
• Assist with testing and evaluation of new technologies.
• Proactively suggest improvements to Service Desk processes, tools, and customer experience.

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