IQ-EQ, a company driven by its purpose to power people and possibilities, is seeking a Tech Hub Engineer L1. You will be the first point of contact for colleagues globally, providing first-class IT support services. This role focuses on troubleshooting, request fulfillment, and ensuring prompt resolution of IT-related issues within an inclusive and diverse environment that supports career growth.
What You'll Do
- Respond to user requests via phone, email, and chat, acknowledging them timely and gathering necessary information.
- Handle initial intake, logging, and routing of service requests to appropriate teams.
- Troubleshoot hardware, software, and networking issues related to desktops, laptops, printers, mobile devices, and applications.
- Escalate complex issues to appropriate support teams with proper documentation.
- Manage tickets throughout their lifecycle, including creation, updates, and closure.
- Provide remote support using remote control tools.
- Contribute to the knowledge base by documenting solutions to common issues.
- Provide excellent customer service, being patient, courteous, and professional.
- Maintain accurate documentation of processes, procedures, and troubleshooting steps.
What We're Looking For
- Graduate of any IT-related course or equivalent.
- At least 3 years of experience in Service Desk (L1) or any related role.
- At least 1 year of experience in Service Desk (L2).
- Must possess a 'can-do' attitude and be willing to roll up their sleeves.
- Customer focus: building strong relationships and delivering customer-centric solutions.
- Action oriented: taking on opportunities with urgency and high energy.
- Plans and aligns: planning work to meet commitments aligned with goals.
- Communicates effectively: delivering communications for different audiences.
- Interpersonal savvy: relating openly with diverse groups.
- Creative: thinking outside the box to resolve issues.
- Strong technical background in end-user/desktop/peripheral hardware support.
- Demonstrable knowledge of administering Active Directory, O365, Exchange, File & Folder permissions, GPO.
- Experience supporting Citrix environment.
- Installing, operating, and supporting customers on various business applications and Microsoft platforms.
Nice to Have
- ITIL Foundation v3 or v4 certification.
- CompTIA A+ or CompTIA ITF+ training and certification.
- Experience working in the financial services industry.
Technical Stack
- Active Directory
- Office 365
- Exchange
- Citrix
- Microsoft platforms
- Various Business Applications
Team & Environment
You will be part of the Technology department.
Benefits & Compensation
- Competitive compensation and benefits including allowances, government-mandated benefits, 13th month pay, and performance-based bonuses.
- Health and wellness support: HMO coverage from Day 1 (with dependents), life and accident insurance, mental health support, and medical allowances.
- Leave benefits: generous paid time off, special leave types, and observance of all Philippine holidays.
- Hybrid work setup and tools: company-issued laptop, work-from-home kit, and flexibility after initial onboarding.
- Learning and growth opportunities: access to training, annual salary reviews, internal mobility, and performance rewards.
Work Mode
This is a hybrid role based in the Philippines.
IQ-EQ is proud to be an equal opportunity employer.
