job description
Are you a tech-savvy problem solver looking to kickstart your career with a global brand? Lawson Philippines is seeking a dedicated and proactive IT Helpdesk Support Specialist to join our growing team in Manila City. As the frontline of our technical support operations, you will play a vital role in ensuring seamless business continuity by providing top-tier assistance to our internal users and retail operations.
In this role, you will be the go-to person for troubleshooting hardware, software, and network issues. We are looking for an individual who thrives in a fast-paced environment, possesses excellent communication skills, and is passionate about delivering efficient technical resolutions. If you have a customer-centric mindset and a strong foundation in IT infrastructure, we want to hear from you!
Join us at Lawson, where we value innovation, teamwork, and professional growth. You will have the opportunity to work with modern tools, gain exposure to enterprise-level systems, and contribute directly to the efficiency of our Philippine operations.
Responsibility
- Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system.
- Perform remote and on-site troubleshooting of hardware, software, and peripheral device issues.
- Manage user account provisioning, password resets, and access rights management in Active Directory.
- Maintain and update technical documentation, knowledge base articles, and standard operating procedures.
- Assist in the deployment, configuration, and maintenance of laptops, desktops, and mobile devices.
- Monitor network connectivity and escalate complex infrastructure issues to senior engineering teams.
- Ensure all service desk tickets are logged, updated, and resolved within established Service Level Agreements (SLAs).
Qualifications
- Bachelor’s Degree in Information Technology, Computer Science, or a related technical field.
- At least 1-2 years of proven experience in an IT Helpdesk, Desktop Support, or Service Desk role.
- Strong working knowledge of Windows OS, Microsoft Office 365, and basic network troubleshooting (TCP/IP, DNS, DHCP).
- Experience with Active Directory, VPN, and remote support tools (e.g., TeamViewer, AnyDesk).
- Exceptional analytical and problem-solving skills with a high attention to detail.
- Excellent verbal and written communication skills in English and Filipino.
- Ability to work shifts, including weekends or holidays, if required by business operations.
- Industry certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator are highly preferred.