IT Support Associate

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

📋 Description

• Oversee all IT incidents and service requests until resolution.

• Assess incidents, establish priorities, and adhere to SLA commitments.

• Employ remote support tools to identify, troubleshoot, and resolve end-user issues related to software, hardware, networks, and peripherals.

• Manage user and group administration in Entra ID, including processes for onboarding and offboarding.

• Keep precise, timely, and thorough records of all incidents, requests, and actions taken in the IT ticketing system.

• Work in conjunction with infrastructure and engineering teams to ensure effective issue resolution and a seamless user experience.

• Provide assistance with network-related challenges, encompassing connectivity and Wi-Fi configurations.

• Implement and uphold IT security policies while suggesting enhancements as necessary.

• Develop new and propose improvements to existing user support processes.

⛳️ Requirements

• Demonstrated experience in troubleshooting desktop and laptop hardware, software, and peripherals in a fully remote environment.

• Outstanding customer support abilities with the competency to explain technical concepts clearly to non-technical users in a professional services setting.

• Excellent written communication and documentation capabilities.

• Availability to work shifts during US business hours.

• Comprehensive knowledge of Windows and Mac OS as well as associated software.

• Experience and administration skills in Microsoft/Office 365, Azure AD/Entra ID, and Intune.

• Proficient in supporting users with enterprise applications such as the Microsoft Office Suite, video conferencing, and communication tools.

• Familiarity with IT incident management tools and systems.

• Ability to effectively manage time, prioritize tasks, and adhere to deadlines.

• A proactive mindset towards problem-solving paired with strong decision-making capabilities.

• Experience with centrally managed software updates and security patching.

• Strict compliance with data privacy and security protocols.

• At least 3 years of experience as a full-time IT professional.

• A minimum of 2 years providing desktop support within an enterprise organization.

• Previous experience in a multicultural or international support environment (Nice to Have).

• Familiarity with PowerShell (Nice to Have).

🏝️ Benefits

• You’re Valued. You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.

• You’ll Grow. From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.

• You’ll Belong. We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.

• You’ll Work in Style. Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.

• You’ll Work with Global Brands. We match you with top international clients where you’ll work directly with their teams and make a real impact.