IT Support Specialist

Key Responsibilities

End User Support

• Provide first-level technical support for desktops, laptops, monitors, printers, docking stations, mobile devices, and peripherals.
• Troubleshoot Windows, Microsoft Office, and common software issues.
• Diagnose hardware and software problems and resolve issues whenever possible.
• Escalate complex technical issues requiring administrative access or advanced troubleshooting to the Global IT team.
• Follow up with users to ensure issues are resolved.
• Deliver professional, customer-focused technical support.

Business Application Support

• Provide first-level support for Move, DocuWare, Microsoft Office, Microsoft Teams, Adobe Acrobat Sign, OLX, and other approved business applications.
• Assist with application troubleshooting, password resets where authorized, user settings, and operational support.
• Perform approved application administration tasks within assigned permissions (e.g., Move password resets).
• Coordinate advanced application issues with the U.S. Operations Support Team, vendors, or the Global IT team.
• Provide onsite assistance when remote support is unavailable.

IT Coordination

• Serve as the onsite liaison between users, vendors, and the Global IT team.
• Coordinate activities involving Microsoft 365, networking, security, infrastructure, and business applications.
• Assist with testing, scheduling, communication, and validation of completed work.
• Coordinate local IT projects, office moves, and technology deployments.

Hardware & Equipment Management

• Coordinate procurement of monitors, keyboards, mice, docking stations, headsets, webcams, cables, adapters, and other IT equipment.
• Coordinate laptop purchases with the IT teams in Dubai and the Philippines to ensure the most cost-effective purchasing option while maintaining company standards.
• Receive, inspect, inventory, and assign IT equipment.
• Coordinate laptop configuration and deployment with KEW.
• Prepare workstations and assist users with equipment setup.
• Coordinate warranty repairs and hardware servicing.

Asset & Inventory Management

• Maintain accurate inventory records for all IT assets.
• Track equipment assignments and lifecycle status.
• Perform periodic inventory audits.
• Monitor warranties and recommend replacement of aging equipment.

Preventive Maintenance

• Perform workstation health inspections.
• Identify recurring hardware or software issues.
• Ensure endpoint protection software is functioning and report issues.
• Recommend improvements to increase reliability and productivity.

Onboarding & Offboarding Support

• Coordinate employee technology setup with the Global IT team.
• Prepare workstations and equipment.
• Coordinate equipment collection during offboarding.
• Maintain inventory records.

Vendor & Office Technology Support

• Coordinate local hardware repairs and warranty service.
• Support conference room technology and office equipment.
• Assist with workstation moves and office technology installations.

Documentation & Process Improvement

• Maintain IT inventory records and documentation.
• Assist in developing IT procedures and user guides.
• Identify opportunities to improve IT processes and user experience.

Scope of Responsibility

This position provides onsite support and coordination but does not independently administer Microsoft 365, Entra ID/Active Directory, servers, networking, firewalls, enterprise security, laptop imaging, infrastructure changes, or enterprise software deployment unless specifically authorized. These responsibilities remain with the Global IT team.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or related field (or equivalent experience).
• 2–3 years of IT or desktop support experience.
• Experience supporting Windows and Microsoft Office.
• Experience troubleshooting desktop hardware and software.
• Basic networking knowledge (TCP/IP, LAN/WAN, Wi-Fi, VPN).
• Experience maintaining IT asset inventory.
• Strong customer service and communication skills.

Preferred Qualifications

• Microsoft 365
• Microsoft Teams
• Active Directory
• Microsoft Entra ID
• CrowdStrike
• Zscaler
• Datto RMM
• ConnectWise
• Remote support tools
• PowerShell
• ITIL Foundation
• Logistics or freight forwarding software

Personal Qualifications

• Excellent customer service and communication skills.
• Strong troubleshooting and analytical abilities.
• Strong organizational and time management skills.
• Ability to prioritize multiple tasks.
• Professionalism, initiative, and accountability.
• Ability to work independently and collaboratively.
• Maintain confidentiality of company systems and information.

Pay: From Php26,525.00 per month

Benefits:

• Health insurance
• Life insurance
• Promotion to permanent employee
• Staff meals provided

Ability to commute/relocate:

• Mandaluyong: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• IT: 2 years (Required)

Work Location: In person