IT Support

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

📋 Description

• Deliver Level 1 support through the ticketing system, remote assistance channels, and in-person support when necessary.

• Diagnose and resolve issues related to hardware, software, operating systems, peripherals, printing, audio/video, and connectivity.

• Set up, configure, deploy, replace, and maintain laptops, desktops, monitors, mobile devices, printers, and other end-user equipment.

• Provide support for Windows and macOS environments, productivity applications, web browsers, email, collaboration tools, and remote-access solutions.

• Identify and troubleshoot basic network issues (such as Wi-Fi, VPN, TCP/IP, DNS, and DHCP) and escalate infrastructure problems as needed.

• Assist with employee onboarding and offboarding processes, which include preparing devices, provisioning/deprovisioning accounts, modifying access, installing software, and recovering equipment.

• Manage routine user and access administration tasks, including password resets, MFA enrollment, group memberships, distribution lists, licenses, and authorized permissions.

• Support and troubleshoot business phone/VoIP systems, covering user provisioning, device/application setup, call quality, and basic configuration.

• Log, prioritize, update, and resolve tickets in accordance with established SLAs, including clear notes on troubleshooting and escalation processes.

• Maintain precise records of IT assets and inventory, including assignments, replacements, returns, repairs, and spare parts.

• Adhere to IT security protocols, access control measures, data protection guidelines, change management practices, and support procedures; promptly escalate any suspected security issues.

• Develop and maintain support documentation, knowledge base articles, setup instructions, and standard troubleshooting guidelines.

• Coordinate hardware repairs, warranty/vendor support, and equipment replacements as required.

• Undertake other IT support responsibilities assigned by the Team Manager.

⛳️ Requirements

• Minimum of 3 years of experience in IT help desk, desktop/deskside support, or related end-user support roles.

• Proficient troubleshooting skills in Windows 10/11 and macOS, covering hardware, applications, and peripherals.

• Administrative-level experience with Google Workspace, Microsoft 365 / Entra ID, and Slack.

• Capability to diagnose basic network and remote-access issues (such as Wi-Fi, VPN, TCP/IP, DNS, and DHCP).

• Practical experience in onboarding/offboarding, device deployment, account and access management, and MFA.

• Familiarity with ITSM/ticketing platforms (e.g., Zendesk, Jira Service Management, ServiceNow) and a solid understanding of SLAs, escalation processes, and ITIL.

• Exceptional written and verbal English communication skills, with an ability to articulate technical issues clearly to non-technical users.

• Strong documentation practices, attention to detail, and capability to independently manage multiple requests.

• A degree in IT, Computer Science, or a related field, or equivalent experience.

• Nice to have: Experience in endpoint/device management (such as Intune, MDM, RMM, SCCM) and Apple Business Manager.

• Nice to have: Experience in phone/VoIP administration (like GCF, RingCentral, 8x8, or similar).

• Nice to have: Experience as an admin in Atlassian / Jira Service Management.

• Nice to have: Administrative experience with Salesforce, AWS, Zoom, ChatGPT, or Claude consoles.

• Nice to have: Knowledge of PowerShell or other scripting/automation tools.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work opportunities.

• Professional development and training programs.

• Generous paid time off and holiday policies.

• Retirement savings plan with company matching contributions.