IT Specialist

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

📋 Description

• Take charge of the Android tablet environment and deliver hands-on technical assistance.

• Manage daily IT support and oversee the company's fleet of Android devices.

• Collaborate across IT, engineering, and operations to ensure systems operate reliably at scale.

• Act as the primary IT support contact for internal staff and field teams.

• Address help desk requests encompassing account access, software troubleshooting, connectivity challenges, and hardware assistance.

• Quickly triage and resolve IT tickets, escalating to engineering when deeper technical analysis is necessary.

• Keep thorough documentation of recurring issues and their resolutions to minimize repeat requests.

• Facilitate the onboarding of new team members from an IT perspective, including account setup, device provisioning, and access management.

• Oversee and maintain the Android tablet fleet throughout its entire lifecycle—from acquisition to deployment and eventual retirement.

• Configure and enroll Android devices into device management platforms prior to deployment.

• Activate security settings, device policies, and functionality updates across the fleet.

• Monitor device inventory and lifecycle status.

• Diagnose and resolve device issues swiftly, aiming for a resolution time under 30 minutes for critical problems.

• Clearly document troubleshooting procedures and processes for others to follow.

• Identify opportunities to enhance Android device reliability, performance, and usability across the fleet.

• Assist in the rollout of new features and updates with minimal disruption to the team.

⛳️ Requirements

• Practical experience managing Android devices in a corporate or large-scale deployment setting.

• Strong background in general IT support, including help desk, troubleshooting, and user-facing assistance.

• Excellent troubleshooting abilities across Android devices, systems, configurations, and connectivity.

• Proficiency in navigating production databases using SQL and executing scripts via CLI to investigate issues.

• Capability to convey complex technical issues in a clear manner to non-technical audiences.

• Familiarity with modern support and productivity tools such as Slack, Linear, HelpScout, or Notion.

• Strong written and verbal communication skills suitable for both technical and non-technical audiences.

• A "no-task-too-small" ownership mentality with a focus on rapid issue resolution and diligent follow-through.

• Highly organized and responsive, with the ability to manage several open tasks at once.

🏝️ Benefits

• Paid Time Off in accordance with company policy.

• Observance of Holidays as per company guidelines.

• 100% remote setup, allowing you to work from wherever you are most productive.

• Requires availability on Eastern Standard Time with a rotational weekend schedule.

• Direct ownership of IT support and device operations, having a real impact on team productivity.

• Close collaboration with IT leadership, engineering, and operations from the very first day.