L1 Technical Support Agent

Help People Work Better Through Technology
Who we are and how we work: Join the business behind the world's brands.
At Ingram Micro, we help businesses realize the promise of technology through innovative solutions, services, and digital platforms. Our IT Operations team enables seamless experiences across our global organization, delivering reliable support that helps associates, partners, and customers succeed. Guided by our Tenets of Success, Results, Integrity, Imagination, Courage, Responsibility, and Talent, we collaborate, innovate, and continuously improve to shape tomorrow together.
What you'll do: Your role in making an impact
As an L1 Helpdesk Support Agent (Associate Professional, IT Operations) , you will serve as the first point of contact for Zendesk support requests and day-to-day platform assistance. Your work will help maintain efficient support operations, provide a positive user experience, and ensure requests are resolved or escalated appropriately.
In this role, you will manage Zendesk support queues, prioritize and route tickets, and provide timely updates to users throughout the request lifecycle. You will perform routine administrative activities such as user updates, access modifications, organization and group maintenance, and other approved platform requests while adhering to governance and security standards. You will guide users on standard Zendesk functionality, troubleshoot basic issues, maintain accurate documentation, and collaborate with L2 administrators and platform owners when more complex support is required.
You will also contribute to continuous improvement efforts by identifying recurring issues, enhancing knowledge resources, supporting queue performance reporting, and helping improve support processes that enable our teams to work more effectively around the globe.
What you bring to the role: Your strengths, our vision
Around 3 to 5 years of experience using or supporting Helpdesk operations in an administrative, operational, or agent-support capacity.
Experience managing shared support queues, service requests, or ticket-based support processes in a fast-paced environment.
Working knowledge of Zendesk tickets, users, organizations, groups, views, macros, workflows, and platform administration best practice is an advantage.
Strong customer service, communication, prioritization, and documentation skills with the ability to support stakeholders across global teams.
Experience following established processes, governance requirements, security controls, and escalation procedures while maintaining a high level of accuracy and attention to detail.

Principal, Enterprise Integration (Technical Engineer)
Our Culture makes Ingram Micro a Great Place to Work ®
Ingram Micro Philippines stands as a beacon of excellence in the corporate landscape, celebrated as a Great Place to Work® for five consecutive years. This isn't just a title; it's a testament to our vibrant culture rooted in trust, inclusion, performance, and innovation. Here, we don't just work; we thrive together in an environment that values every voice and nurtures every talent.
Learn more about Ingram Micro in The Philippines
Our People are the threads in the rich tapestry of cultures and ideas that define us, showcasing the power of diversity.
Ingram Micro's culture of recognition fosters pride in the value each employee contributes to business success. Employees are not just productivity numbers, but valued for their skills and collaboration. Employee resource groups allow for free expression and shared purpose, highlighting the importance of employee satisfaction. Outside of work, employees find joy in new hobbies, travel, and meeting people with diverse perspectives. Most importantly, employees are present in the lives of those who matter most. Ingram Micro is truly a great place to work.
Supervisor, Sales Operations
As someone who has been in the BPO industry for several years, I can confidently say that my career growth has been significantly supported by the team at Ingram Micro. They have provided me with ample opportunities to develop my skills and have constantly encouraged me to push myself beyond my limits. Additionally, the company culture is one that fosters creativity, collaboration, and innovation, making it an ideal workplace for employees looking to excel in their careers.
Consultant, Global Reporting & Data Analytics
Ingram Micro stands out for more than just its generous perks, recreational activities, and benefits. The company's care for employees' financial, mental, physical, and emotional needs through various platforms is remarkable. They provide a feeling of being part of an organization even after college, supporting employees as individuals with lives outside work. Ingram Micro invests in learning and development, helping employees achieve professional growth while aiding the company's success. This focus on employee well-being and growth drives productivity and fosters long-term commitment. Ingram Micro is truly great.
Working for more than a decade at Ingram Micro is a testament of how good a company it is in nurturing its people. I have been provided not only a professional network but also a sense of family. I had the opportunity to develop relationships and build expertise in specific areas. Such experience fosters a sense of loyalty and commitment to the company. It also opened opportunities for career growth; my journey from Sales to Project Management is by no means easy but is rich in learning and development.
Sr Professional, Digital Enablement
Helping businesses reach their global potential
At Ingram Micro we are dedicated to a shared set of principles that unites and guides us to better decisions and behaviors.
Delivering successful results, embracing change with courage, and acting with integrity every time and everywhere. We revel in using our imagination with creativity, agility and resourcefulness, we act with responsibility, and we are proud of our talent.
Go to our global careers page
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