IT Helpdesk Technician

Role overview

Frontline Accounting is looking for an IT Helpdesk Technician at Level 1/Level 2 to be the main contact for internal technology support. In this role, you will assist employees across the business, diagnose issues with devices, software, and networks, and support Microsoft 365 and directory administration while delivering prompt, customer-focused service.

Key responsibilities

• Handle first- and second-line IT support requests through phone, Microsoft Teams, and the ticketing platform.
• Resolve problems related to Windows 10/11, Microsoft 365, Outlook, Teams, and OneDrive.
• Set up, update, and deactivate accounts in Active Directory and Microsoft Entra ID (Azure AD).
• Administer Microsoft 365 licences, shared mailboxes, distribution lists, and access to Teams.
• Deploy, set up, and fix issues on desktops, laptops, printers, and other connected equipment.
• Track and maintain endpoints through NinjaRMM or an equivalent remote monitoring and management tool.
• Investigate and fix VPN, Wi-Fi, internet, and other basic network-related problems.
• Assist with employee onboarding and offboarding, including account provisioning and access control.
• Manage phishing, malware, and other security-related incidents in line with company procedures.
• Record support work accurately in tickets and help keep the internal knowledge base up to date.
• Escalate more complicated technical issues to the IT Manager when needed.
• Work to agreed service-level targets when closing support tickets.

Requirements

• A bachelor’s degree in Information Technology, Computer Science, or another relevant discipline.
• At least 2 years of experience in IT helpdesk, service desk, or desktop support.
• Hands-on experience with Microsoft 365, Active Directory, and Microsoft Entra ID (Azure AD).
• Solid troubleshooting knowledge of Windows 10 and Windows 11.
• Experience using ticketing platforms and remote support software.
• Practical familiarity with NinjaRMM or a comparable RMM solution.
• Basic Windows Server user administration knowledge.
• Understanding of core networking concepts such as TCP/IP, DNS, DHCP, and VPN.
• Good awareness of cybersecurity practices, including handling phishing and malware issues.
• Strong written and spoken English communication skills.
• Ability to solve problems well and prioritise several requests at once.
• Microsoft certifications such as MS-900, AZ-900, or SC-900, or CompTIA A+, will be considered an advantage.
• Prior support experience with UK clients is preferred.
• Availability to work UK business hours: 3:30 PM to 11:30 PM Manila time.
• A reliable internet connection for a work-from-home setup, with a private workspace separate from shared household areas.

Additional information

This is a remote full-time position based in the Philippines. No stipend or salary amount was specified in the source posting.

Working schedule and setup

You must be prepared to follow UK business hours, from 3:30 PM to 11:30 PM Manila, and work from a stable home-based environment with a dedicated private room.