Service Desk Technician
Remote Philippines Full-time Mid-level IT Support & Helpdesk
At a glance
Mid-level IT Support & Helpdesk role at HIKINEX. Remote, Philippines · full-time.
Pay not stated IT Support & Helpdesk salary
RoleIT Support & Helpdesk
SeniorityMid-level
LocationPhilippines
WorkplaceRemote
EmploymentFull-time
PostedAug 13, 2026 · 2mo ago
Role brief
remoteroles summary, based on the employer's posting.
What you'll do
- Handle customer calls and emails, record their issues in ConnectWise Manage, and track tickets through resolution
- Set up and remove user accounts and PCs, troubleshoot common device and connectivity problems, and involve vendors when needed
- Use remote desktop software to diagnose user issues, resolving what you can and escalating more complex cases to IT teams
- Record troubleshooting steps and keep technical guides and knowledge base articles current
- Show users how to use common applications and coordinate escalations with internal teams through Teams
What you bring
- A computer science or information technology degree, or two to three years in technical support or IT helpdesk
- You can work flexible hours, including evenings during the stated Pacific-time window and weekends when required
Who this fits
This role suits a new graduate with a relevant degree or someone with prior helpdesk experience. You’ll need to accommodate evening hours aligned to Pacific time and occasional weekend work.
From the employer
Service Desk Technician
Our client is a leading provider of Information Technology services and solutions to small and medium sized organizations in the US.
Responsibilities include:
- Managing IT tickets via ConnectWise Manage.
- Creating and decommissioning user accounts and PCs.
- Troubleshooting printer, email, and hardware/software issues.
- Coordinating with vendors (HP, Dell) when needed.
- Ensuring clear documentation of troubleshooting steps in the ticketing system.
- Strong communication skills are required as the candidate will use Teams messaging to coordinate with internal teams and escalate issues.
- Answering calls and emails from customers and logging their queries into the ticketing system.
- Diagnosing and resolving technical issues related to hardware, software, and network connectivity.
- Escalating complex issues to other IT teams when necessary.
- Troubleshooting problems remotely using remote desktop software.
- Providing basic training and support to users on commonly used applications and software.
- Maintaining and updating technical documentation and knowledge base articles.
Candidate Experience Requirements:
- Open to FRESH GRADUATES with a Degree in Computer Science/ Information Technology OR 2–3 years of experience in technical support or IT helpdesk.
Qualifications:
- Willingness to work flexible hours, including evenings (7PM PST to 7AM PST) and weekends as required.
Preferred:
- CompTIA A+ Certifications
- Microsoft Certification(s)
- Net+ Certification
- ConnectWise Experience
- MSP Experience
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