Senior IT Support Specialist

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

📋 Description

• Diagnose, troubleshoot, and resolve technical hardware and software challenges.

• Act as the point of escalation for team members within the support services.

• Collaborate with the team to address issues and provide mentorship.

• Design and lead IT orientation, onboarding, and training programs for new users.

• Ensure that SLAs are achieved by prioritizing and assigning tickets while ensuring customer satisfaction.

• Maintain the knowledge base and work with management to establish and revise standard operating procedures.

• Offer guidance on policies and procedures to both IT support staff and end users.

• Schedule and proactively oversee regular upgrades of employee hardware and software.

• Manage core technology platforms including Microsoft Office 365, Teams, SharePoint, IP phones, MDM, remote tools, and SCCM, covering configuration and account management.

• Collaborate with the Supervisor of Support Services on special initiatives.

• Work together with IT and business managers to enhance customer experience.

• Design and refresh IT product or service offerings.

• Install, test, and configure computers, peripheral devices, software, laptops, desktops, iOS and Android devices, Office 365, email accounts, and network printers.

• Maintain technical documentation for software installations, hardware configurations, and troubleshooting procedures.

• Implement and uphold a precise asset inventory and comprehensive asset management processes with accessible information databases and automated reporting.

• Identify and execute improvements in procedures and processes.

• Engage in change-control meetings and system maintenance activities.

• Supervise support services team activities to guarantee exceptional customer service and guidance.

• Mentor, train, and develop junior members of the support services team.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree in computer science or a related field.

• Over 5 years of experience in a Help Desk setting or relevant experience.

• Familiarity with ITIL processes.

• Practical experience with incident and request ticketing systems such as Freshservice or ServiceNow.

• Capacity to spearhead innovative initiatives, process enhancements, and standardization within the IT department.

• Extensive knowledge of Microsoft Windows 10 and Windows-compatible applications in an enterprise setting.

• Understanding of Active Directory, WAN/LAN/Wi-Fi, core networking, cloud services, video conferencing basics, and printing.

• Practical experience in setting up and troubleshooting mobile devices.

• Experience with endpoint client security software.

• Strong time-management and analytical abilities.

• Leadership qualities.

• Proficient in English (speaking, writing, and comprehension).

• Availability to work weekends if necessary.

• ITIL 4 Certification (preferred qualification).

• CompTIA A+, Network+, Security+, or HDI Certification (preferred qualification).

• Practical experience with System Center Configuration Manager or Microsoft Endpoint Manager (preferred qualification).

• Practical experience with mobile device management platforms like Jamf, Intune, or AirWatch (preferred qualification).

• Experience in Help Desk oversight (preferred qualification).

• Project management experience (preferred qualification).

🏝️ Benefits

• Work from Home.

• Monday to Friday schedule.

• PH time work schedule (8am–5pm or 9am–6pm).