Desktop Support Technician

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Efficiently manage and resolve incoming helpdesk tickets in a prompt and courteous manner, ensuring users are kept informed.

• Provide initial support for account and access-related issues, including password resets, multi-factor authentication, and permission settings.

• Diagnose and resolve issues related to software and productivity applications, encompassing email, file storage, and collaboration tools.

• Set up, configure, and address issues with user laptops and mobile devices.

• Maintain precise asset management records for company hardware and software.

• Facilitate the onboarding and offboarding processes for users, including account provisioning and deprovisioning, access management, and device coordination.

• Assist in evaluating and assigning appropriate user permissions.

• Develop and update knowledge base articles and user manuals.

• Report security-related issues to the Security team with comprehensive context.

• Engage in implementation tasks and participate in company IT projects.

• Collaborate closely with the Director of IT to support daily operations.

⛳️ Requirements

• Strong knowledge and experience in supporting Windows endpoints (Windows 11).

• Proficient in supporting Apple Mac endpoints (MacBook).

• Familiarity with supporting Office 365 applications and systems, including Outlook/Email, SharePoint, and OneDrive.

• Experienced in supporting Apple iOS and Android devices.

• Exceptional customer service skills.

• Strong proficiency in English, including reading, writing, and speaking abilities.

• Highly motivated and eager to learn while tackling new challenges and systems.

• 1–3+ years of experience in IT Support, managing end users and IT systems.

• Ability to sit for extended periods while working at a desk and on a computer.

• Proficient in Microsoft/M365 administration, including Entra ID, Intune, Exchange Online, and Defender.

• Experience with Enterprise AI management (Claude).

• Familiarity with Freshservice or similar ticketing/service management platforms.

• Knowledge of UEM suites such as NinjaOne and JAMF / Apple Business Manager.

• Exposure to endpoint security tools such as CrowdStrike, Netskope, and VPN.

• Understanding of networking fundamentals with a security-first approach.

🏝️ Benefits

• Competitive compensation.

• Comprehensive benefits.

• Annual leave.

• Health and medical insurance.

• Flexible working arrangements.

• Opportunities for personal and professional growth and development.