The Role
We are seeking a proactive and highly skilled IT Specialist with deep expertise in helpdesk and service desk management, technical support, asset and identity access management, and basic infrastructure troubleshooting. This role will be pivotal in ensuring a smooth IT support operation across all service levels, managing IT assets throughout their lifecycle, and enabling secure, reliable, and efficient use of technology in the workplace.
Key Responsibilities:
Helpdesk and Service Desk Operations
- Diagnose and resolve endpoint system issues related to hardware and software.
- Respond to user-submitted incidents, troubleshoot problems, and ensure resolution within SLA.
- Provide Level 1 and Level 2 technical support to end users through ticketing systems and walk-in services.
- Escalate complex issues to Tier 2 or Tier 3 teams with detailed documentation.
- Maintain records of incidents, resolution steps, and customer interactions via ticketing systems.
- Generate regular service desk performance and incident trend reports.
- Recommend hardware or software enhancements based on incident trends and feedback.
- Maintain accurate IT activities and documentation records, including service desk tickets, resolutions, procedures, workflows and management.
- Collaborate in developing and delivering user training on IT systems, ticketing tools, and ITSM best practices.
- Create instructional guides and knowledge base materials to support employee self-service through the service catalogue.
IT Asset and System Maintenance
- Track, inventory, and manage IT hardware, software, and peripheral devices across their lifecycle.
- Install, configure, and maintain systems and peripherals (e.g., computers, printers).
- Monitor system performance and generate client-level performance reports.
- Apply software patches, updates, and security configurations to maintain secure systems.
- Perform routine maintenance tasks such as software updates, system backups, and security patches.
- Provide support in preparing technical impact and risk assessments for upgrades or deployments.
- Work closely with internal teams to implement new IT solutions and support ongoing system upgrades.
Identity and Access Management
- Support the Tier 2 team in managing user accounts, roles, and permissions across cloud and on-prem systems (e.g., Active Directory, Google Workspace, IAM tools).
- Provide support in implementing and auditing access control protocols and IAM procedures.
Network and Infrastructure Support
- Provide basic network support, such as troubleshooting and maintaining connectivity to end devices.
- Provide basic firewall management by verifying that systems, network, security solutions, and configurations are applied correctly.
Continuous Learning and Professional Development
- Stay up-to-date with the latest IT trends and technologies, particularly in service desk solutions, asset management, and other relevant work role topics.
- Participate in internal and external training opportunities, workshops, webinars, knowledge-sharing sessions and discussions regarding best practices, process optimization, and procedural improvements.
Essential Qualifications:
Education:
- Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related field.
Experience:
- Minimum of 1 to 2+ years in IT support or service desk management roles.
- Certifications (Preferred but not required)
- ITIL 4 Foundation, CompTIA A+/Network+, Google Workspace Admin, Microsoft 365/Azure Fundamentals, CCNA
Technical Skills:
- Expertise in helpdesk and service desk management tools, particularly ManageEngine SDP or equivalent ITSM tools.
- Strong troubleshooting skills for both Windows and macOS-based desktop and mobile devices.
- Strong understanding of endpoint configuration, hardware diagnostics, and peripheral setup.
- Knowledge and skills in managing and maintaining Active Directory and Google Workspace.
- Basic knowledge and skills in networking, including networking fundamentals, troubleshooting, configuration, and security.
Why work for Ecscale?
At Ecscale Solutions Inc., we believe that people are the foundation of every successful business. We've created a workplace where collaboration, respect, and personal growth come naturally, an environment where your ideas are valued, your skills are nurtured, and your contributions truly matter.
Ecscale is a global outsourcing partner focused on sourcing scalable talent to help businesses grow. We specialize in helping companies establish and manage their own teams in the Philippines, offering more than just traditional outsourcing. Instead of handling processes for businesses, we empower them to build teams they can lead, ensuring professionals like you are aligned with their mission, values, and long-term vision.
With a deep understanding of local regulations and operational practices, we ensure compliance and stability, allowing teams to thrive in a supportive, well-structured environment. Our approach puts people first—offering fair compensation, growth opportunities, and a culture built on integrity, trust, and shared success.
Benefits
- Competitive Salary
- Retirement Plan
- Leave Credits All Convertible to Cash
- HMO Plan + 2 Dependents Fully Covered
- Generous Performance Bonuses
- Annual Company Outing
- Flexible Leaves
- Great Career Progression
- Casual Friday, Everyday!
Ecscale is an equal opportunity employer and screens applications regardless of race, age, beliefs, sex, orientation, gender identity or disability. We are growing fast, and this is a unique opportunity to grow your career with us. If this sounds like you, we want you on our team!
The Role
We are seeking a proactive and highly skilled IT Specialist with deep expertise in helpdesk and service desk management, technical support, asset and identity access management, and basic infrastructure troubleshooting. This role will be pivotal in ensuring a smooth IT support operation across all service levels, managing IT assets throughout their lifecycle, and enabling secure, reliable, and efficient use of technology in the workplace.
Key Responsibilities:
Helpdesk and Service Desk Operations
- Diagnose and resolve endpoint system issues related to hardware and software.
- Respond to user-submitted incidents, troubleshoot problems, and ensure resolution within SLA.
- Provide Level 1 and Level 2 technical support to end users through ticketing systems and walk-in services.
- Escalate complex issues to Tier 2 or Tier 3 teams with detailed documentation.
- Maintain records of incidents, resolution steps, and customer interactions via ticketing systems.
- Generate regular service desk performance and incident trend reports.
- Recommend hardware or software enhancements based on incident trends and feedback.
- Maintain accurate IT activities and documentation records, including service desk tickets, resolutions, procedures, workflows and management.
- Collaborate in developing and delivering user training on IT systems, ticketing tools, and ITSM best practices.
- Create instructional guides and knowledge base materials to support employee self-service through the service catalogue.
IT Asset and System Maintenance
- Track, inventory, and manage IT hardware, software, and peripheral devices across their lifecycle.
- Install, configure, and maintain systems and peripherals (e.g., computers, printers).
- Monitor system performance and generate client-level performance reports.
- Apply software patches, updates, and security configurations to maintain secure systems.
- Perform routine maintenance tasks such as software updates, system backups, and security patches.
- Provide support in preparing technical impact and risk assessments for upgrades or deployments.
- Work closely with internal teams to implement new IT solutions and support ongoing system upgrades.
Identity and Access Management
- Support the Tier 2 team in managing user accounts, roles, and permissions across cloud and on-prem systems (e.g., Active Directory, Google Workspace, IAM tools).
- Provide support in implementing and auditing access control protocols and IAM procedures.
Network and Infrastructure Support
- Provide basic network support, such as troubleshooting and maintaining connectivity to end devices.
- Provide basic firewall management by verifying that systems, network, security solutions, and configurations are applied correctly.
Continuous Learning and Professional Development
- Stay up-to-date with the latest IT trends and technologies, particularly in service desk solutions, asset management, and other relevant work role topics.
- Participate in internal and external training opportunities, workshops, webinars, knowledge-sharing sessions and discussions regarding best practices, process optimization, and procedural improvements.
Essential Qualifications:
Education:
- Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related field.
Experience:
- Minimum of 1 to 2+ years in IT support or service desk management roles.
- Certifications (Preferred but not required)
- ITIL 4 Foundation, CompTIA A+/Network+, Google Workspace Admin, Microsoft 365/Azure Fundamentals, CCNA
Technical Skills:
- Expertise in helpdesk and service desk management tools, particularly ManageEngine SDP or equivalent ITSM tools.
- Strong troubleshooting skills for both Windows and macOS-based desktop and mobile devices.
- Strong understanding of endpoint configuration, hardware diagnostics, and peripheral setup.
- Knowledge and skills in managing and maintaining Active Directory and Google Workspace.
- Basic knowledge and skills in networking, including networking fundamentals, troubleshooting, configuration, and security.
Why work for Ecscale?
At Ecscale Solutions Inc., we believe that people are the foundation of every successful business. We've created a workplace where collaboration, respect, and personal growth come naturally, an environment where your ideas are valued, your skills are nurtured, and your contributions truly matter.
Ecscale is a global outsourcing partner focused on sourcing scalable talent to help businesses grow. We specialize in helping companies establish and manage their own teams in the Philippines, offering more than just traditional outsourcing. Instead of handling processes for businesses, we empower them to build teams they can lead, ensuring professionals like you are aligned with their mission, values, and long-term vision.
With a deep understanding of local regulations and operational practices, we ensure compliance and stability, allowing teams to thrive in a supportive, well-structured environment. Our approach puts people first—offering fair compensation, growth opportunities, and a culture built on integrity, trust, and shared success.
Benefits
- Competitive Salary
- Retirement Plan
- Leave Credits All Convertible to Cash
- HMO Plan + 2 Dependents Fully Covered
- Generous Performance Bonuses
- Annual Company Outing
- Flexible Leaves
- Great Career Progression
- Casual Friday, Everyday!
Ecscale is an equal opportunity employer and screens applications regardless of race, age, beliefs, sex, orientation, gender identity or disability. We are growing fast, and this is a unique opportunity to grow your career with us. If this sounds like you, we want you on our team!