L1 2 Technical Support VO0001

Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses Worldwide!

Are you ready to be part of a professional community thats powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further - hammerjack has the perfect opportunity for you!

Role: L1/2 Technical Support

Location: Makati | Hybrid — 2x a week onsite

About Us

At hammerjack, were not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale.

Our Impact

Over the years, weve built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people-first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time.

Job Overview

The Level 1 Technical Support Specialist is the first point of contact for technical issues raised by internal users and clients. The L1 Support role is responsible for troubleshooting basic IT incidents, resolving service requests, and escalating more complex issues when necessary.

The ideal candidate will have a strong foundation in IT systems, excellent communication skills, and a genuine passion for helping people resolve their technical problems efficiently.

The Level 2 Technical Support Specialist will provide advanced troubleshooting, system administration, and escalation support. This role involves diagnosing and resolving complex technical issues escalated from Level 1, implementing system improvements, and supporting infrastructure maintenance and deployments.

The ideal candidate will have strong technical expertise across networks, systems, and applications, along with a commitment to delivering exceptional service to end users

Duties And Responsibilities

• Serve as the first point of contact for all IT-related queries via phone, email, or ticketing system.
• Log, track, and manage incidents and service requests using the company’s helpdesk software.
• Diagnose and resolve basic technical issues related to:
• User accounts and passwords (Active Directory / Microsoft 365)
• Hardware setup and peripheral devices (laptops, monitors, printers)
• Email access, connectivity, and application support
• Network connectivity (Wi-Fi, VPN, basic routing)
• Provide remote and onsite support to end-users as needed.
• Escalate unresolved issues to Level 2 or Level 3 support with detailed documentation.
• Assist with new user setup, including device configuration and access provisioning.
• Maintain accurate documentation of issues, resolutions, and user feedback.
• Contribute to the creation of knowledge base articles and support documentation.
  

• Certificate or Diploma in Information Technology, Computer Science, or a related field.
• 1–2 years’ experience in IT helpdesk, desktop support, or customer service role for Level 1 Technical Support
• 3-5 years experience in IT Support and System Administration for Level 2 Technical Support.
• Knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft 365, Active Directory, and basic networking concepts.
• Advanced knowledge of the following:\
• Microsoft 365 and Azure environments
• Active Directory and Group Policy Management
• Networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls)
• Server management and virtualization (VMware, Hyper-V
• Excellent communication, interpersonal, and problem-solving skills.
• Strong customer service mindset with a proactive and helpful attitude.
• Ability to multitask and prioritise issues effectively in a fast-paced environment.
  

• Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance!
• Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
• Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
• Dynamic Open Spaces: Conducive for productivity and creativity.
• State-of-the-Art Security: Ensuring your safety and peace of mind.
• Game Rooms: Take a break and unwind with our recreational facilities.
• Competitive Compensation: Your talents deserve to be rewarded! We help you negotiate with our clients.
• Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
• A Supportive Community: Join a diverse and inclusive team thats dedicated to your success.
• Global Impact: Be part of something bigger and make a difference on a global scale.