Level 1 IT Support Officer (WFH)

MVP Asia Pacific Inc. is a leading outsourcing company located in the Clark Freeport Zone, Pampanga, Philippines. We were founded with the mission to connect highly skilled offshore professionals with businesses of all sizes across the globe—helping our clients scale with speed and excellence.

At MVP, we foster a culture of professionalism, innovation, and collaboration. Our people enjoy a supportive, growth-driven environment with opportunities for continuous learning, career development and work-life balance.

If you're driven, passionate about learning, and ready to make an impact, we'd love for you to join our growing team of MVPs!

Level 1 IT Support Officer (WFH)

Job Description:

• Helpdesk & Troubleshooting:
  • Answer support calls and manage the IT ticketing system.
  • Provide Level 1 technical support via phone, remote access, software, and peripheral issues (like printers).
• Account Management:
  • Handle Active Directory administration, including user account creation, deactivation, password resets, and access control.
• System Maintenance:
  • Install and configure software (especially Microsoft 365 and Outlook), troubleshoot Windows Operating Systems, and assist with system updates.
• Retail & Hardware Systems:
  • Troubleshoot and maintain Point of Sale (POS) and inventory management systems to ensure minimal downtime.
  • Troubleshoot printers, phones, mobile devices and connectivity, and log faults with vendors when needed.
• Business Systems:
  • Basic support for POS/EFTPOS, Revolution, AS400 (account creation and unlocks) and other retail systems, following our documented procedures.
• Outages:
  • Log critical outages straight away and help keep staff updated until the issue is fixed.
• Service Levels:
  • Respond to and resolve tickets within our SLA.
• Documentation:
  • Accurately log ticket details, document resolutions, and create basic "how-to" guides for users.
  • Escalate complex issues to the correct higher-level teams when necessary.

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• 1-2 years of hands-on experience in an IT Support or Helpdesk role.
• Experience with IT ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Experience in Jira is a plus.
• Strong knowledge of Windows environments, Microsoft 365, and Active Directory.
• Excellent communication skills and strong attention to detail.

Desirable:

• Experience supporting EFTPOS terminals or working in a retail/wholesale IT environment.
• Basic automation or scripting knowledge (like PowerShell).
• Understanding of fundamental cybersecurity and data protection practices.