Senior IT Support Engineer

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

📋 Description

• Take charge of daily IT support and operations throughout the APAC region, which includes managing tickets, troubleshooting technical issues, and overseeing strategic projects.

• Analyze complex or unfamiliar problems, pinpoint root causes, and establish the most effective course of action.

• Collaborate with the US-based IT team to align priorities and ensure consistent support practices.

• Set up and maintain networks, Google Workspace, device-management platforms, and cloud-based systems across both Mac and Windows environments.

• Enhance processes for onboarding, offboarding, security, and access management.

• Oversee APAC hardware procurement, including inventory, shipping, receiving, repairs, replacements, and upgrades.

• Manage relationships with couriers, repair services, and technology vendors.

• Detect recurring issues and process deficiencies, suggest improvements, and lead projects to completion.

• Engage with both technical and non-technical stakeholders effectively.

⛳️ Requirements

• A minimum of 4 years of IT experience in end-user support, security, networks, remote environments, and access management.

• At least 1 year of leadership experience through project ownership, technical guidance, mentoring, process enhancement, or serving as a senior point of contact.

• Familiarity with a SaaS-centric environment utilizing Office 365 or Google Workspace, Slack, MDMs, and cloud management tools.

• Experience providing support to over 400 team members.

• Proficient in supporting both Mac and Windows end users.

• Strong troubleshooting abilities and critical thinking skills.

• Capability to investigate unfamiliar issues, identify root causes, and propose suitable solutions.

• Strategic mindset with the ability to foresee challenges and suggest operational enhancements.

• Proven ownership and sound judgment.

• Skill in communicating risks and determining when escalation is necessary.

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

• Highly organized and detail-oriented, with the ability to juggle multiple priorities and adapt swiftly.

• Reliable access to established courier services, shipping centers, and computer repair vendors.

• Must be authorized to work in the Philippines at the time of hire and throughout employment.

• Pre-employment screening is mandatory.

🏝️ Benefits

• Mentorship programs.

• Leadership academies.

• Opportunities to influence company culture and DEI initiatives.

• Flex Fridays, including a full or half day off on Fridays.

• Remote-first culture with the option to work from home.

• 14 days of annual paid time off.

• Holidays declared by the Philippine government.

• 5 additional paid-time-off days after 1 year of employment.

• Philippine statutory benefits: SSS, PhilHealth, and HDMF.

• Corporate HMO Plan for full-time Philippine employees after two months of service.

• Monthly rice subsidy.

• Access to the Headspace app.

• Speaker series bonus.

• Flexibility for a 40-hour work week.