IT Support Specialist

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

📋 Description

• Act as the primary IT support contact for the HR team and the wider internal staff.

• Address help desk inquiries including account access, software troubleshooting, connectivity problems, and hardware assistance.

• Prioritize and resolve internal IT tickets swiftly, escalating to engineering for more complex technical investigations when necessary.

• Maintain comprehensive documentation of frequent 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 manage the Android tablet fleet and mobile device management platform, including Samsung Knox or similar systems.

• Adjust device configurations as vendor platform capabilities advance.

• Implement new functionalities, security settings, and device policies across the entire device fleet.

• Develop and uphold device profiles that support clinical workflows in the field.

• Create and manage a systematic release process for device configuration updates.

• Handle the acquisition, onboarding, and deployment processes for devices from start to finish.

• Ensure consistent configuration and enrollment of new tablets into device management portals prior to deployment.

• Verify that each device is correctly configured before it is assigned to a clinician.

• Monitor device inventory and lifecycle status across the complete fleet.

• Provide Tier 2 support for device-related issues, including intricate configuration and connectivity challenges.

• Resolve issues efficiently with a target resolution time of under 30 minutes for critical concerns.

• Clearly document device management processes and troubleshooting protocols for ease of understanding by others.

• Assist in transitioning Tier 1 device support responsibilities to other team members as the function expands.

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

• Support the implementation of new device capabilities and updates with minimal disruption to clinical teams.

• Collaborate cross-functionally with IT, engineering, and operations to ensure the device environment aligns with operational and clinical demands.

• Keep track of all active tasks, user requests, and engineering dependencies to ensure nothing is overlooked.

• Continuously improve runbooks for triaging and troubleshooting as the company evolves.

• Configure and enforce device policies, profiles, and security settings across the fleet.

• Ensure documentation is up-to-date and organized to facilitate scalability in the support process without knowledge bottlenecks.

⛳️ Requirements

• Practical experience managing Android devices within an enterprise or large-scale deployment setting.

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

• Familiarity with mobile device management platforms, with a strong preference for experience with Samsung Knox or similar tools.

• Excellent troubleshooting abilities across mobile device systems, configurations, and connectivity issues.

• Proficiency in navigating production databases using SQL and executing scripts via the command line interface to investigate problems.

• Capability to clearly communicate complex technical issues to non-technical clinical and operations audiences.

• Understanding of contemporary support and productivity tools such as Slack, Linear, HelpScout, or Notion.

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

• A proactive, ownership-driven mentality: issues are resolved promptly, tasks are completed without prompting, and urgency is standard.

• Highly organized and responsive, with the ability to handle multiple open tasks simultaneously.

🏝️ Benefits

• Paid Time Off in accordance with company policy.

• Observance of Holidays per company guidelines.

• 100% remote setup, allowing you to work from the location where you are most productive.