IT Help Desk Level 1 with Dispatch and Escalation Oversight

Location: Remote, Philippines

Company

hirify.global provides the IT help desk position described in this posting.

What you will do

• Provide Level 1 remote technical support for Windows environments and troubleshoot Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and mailbox issues.
• Manage user accounts in Active Directory and Entra ID and diagnose printer, VPN, workstation, and basic network connectivity issues using tools such as ipconfig and ping.
• Document troubleshooting steps, prepare complete escalation notes, and escalate issues appropriately.
• Monitor open tickets, identify high-priority matters, follow up with Level 2 and Level 3 engineers, maintain SLA awareness, and prevent tickets from aging without progress.
• Assign and reassign tickets according to urgency and technician skill level, confirm client availability for remote sessions, and maintain visibility on overdue tickets.
• Confirm issue resolution before closing tickets and communicate clearly with technical and non-technical users.

Requirements

• At least 3 years of experience in a help desk or service desk role.
• Strong understanding of Microsoft 365 administration fundamentals.
• Experience with Active Directory user management.
• Basic networking knowledge, including DNS, DHCP, and TCP/IP.
• Experience using remote support tools.
• Strong written and verbal communication skills.
• Ability to manage multiple tickets while maintaining follow-through.

Nice to have

• Managed Service Provider experience.
• Experience reviewing escalation notes for completeness.
• Understanding of cybersecurity fundamentals such as MFA and endpoint protection.

Culture & Benefits

• Full-time remote work.
• Proactive ownership of tickets from intake through resolution.
• Organized, detail-oriented approach with accountability for ticket progress.