IT Support Admin (SMO)

About the role

We're seeking an IT Support Admin (SMO) to join our team on a contract basis in Metro Manila. This is a crucial position within our Help Desk & IT Support function, where you will provide technical assistance and support to ensure the smooth operation of our IT systems and infrastructure. As an IT Support Admin, you will be instrumental in maintaining system availability, resolving technical issues promptly, and supporting our organisation's digital capabilities.

Key responsibilities

• Provide first and second-line technical support to end-users via phone, email, and ticketing systems
• Troubleshoot and resolve hardware, software, and connectivity issues in a timely manner
• Maintain and update IT inventory records and asset management systems
• Install, configure, and maintain IT hardware and software applications
• Monitor system performance and proactively identify potential issues
• Create and maintain IT documentation, including system configurations and user guides
• Perform routine maintenance tasks and security updates on servers and workstations
• Assist with user onboarding and offboarding processes
• Support IT projects and implementations as required
• Escalate complex technical issues to senior IT personnel when necessary

What we're looking for

• Proven experience in IT support, help desk operations, or systems administration
• Strong knowledge of Windows and/or Linux operating systems
• Experience with IT ticketing systems and asset management tools
• Familiarity with network fundamentals and troubleshooting methodologies
• Competency in hardware installation, maintenance, and repair
• Understanding of IT security best practices and data protection principles
• Excellent communication skills with the ability to explain technical concepts to non-technical users
• Strong problem-solving abilities and attention to detail
• Ability to manage multiple tasks and work under pressure in a fast-paced environment
• Relevant IT certifications such as CompTIA A+, Microsoft Certified Associate, or equivalent qualifications (preferred)
• Knowledge of IT service management frameworks such as ITIL (preferred)
• At least 2 years of experience in IT Service Management (ITSM).