IT Support Specialist

Job Summary

The IT Support Specialist 2 is responsible in providing Level 1 and Level 2 technical support to employees across multiple business entities, while supporting user administration, access management, business applications, devices, networks, and security tools. The role serves as an escalation point for helpdesk requests and independently troubleshoots hardware, software, connectivity, email, identity, access, and application-related issues.

Job Description

• Provide Level 1 and Level 2 technical support to employees across multiple entities and locations.

• Diagnose and resolve hardware, software, email, connectivity, printing, VPN, access, and application-related issues.

• Manage helpdesk tickets from submission through resolution, including prioritization, communication, follow-up, and escalation.

• Provide remote technical support to employees across different offices, entities, and time zones.

• Escalate complex infrastructure, security, application, or vendor-related issues when necessary.

• Identify recurring technical issues and recommend permanent solutions or process improvements.

• Manage employee onboarding, offboarding, account changes, licensing, permissions, and system access.

• Administer Microsoft 365 accounts, licenses, groups, applications, and security settings.

• Troubleshoot Microsoft Entra ID login, password, authentication, and MFA issues.

• Administer Microsoft Exchange, including mail flow, forwarding rules, distribution lists, and shared mailboxes.

• Maintain user access according to approved roles and least-privilege principles.

• Conduct periodic reviews of user accounts, access permissions, licenses, and inactive accounts.

• Provide user administration, troubleshooting, basic configuration, and support for business applications and platforms.

• Support Microsoft 365, Microsoft Entra ID, Microsoft Exchange, GoDaddy, WordPress, Shopify, Salesforce, HubSpot, Zoho, Nextiva, Elevate, NetSuite, and SAP.

• Coordinate with vendors and internal teams when application or system issues require additional support.

• Support system access, permissions, configuration, and issue escalation while maintaining appropriate documentation.

• Support desktops, laptops, mobile devices, printers, networks, and office technology.

• Assist with on-premises Active Directory and domain-controller administration.

• Support endpoint security, email security, threat monitoring, and incident escalation.

• Support Trend Micro XDR, Barracuda, Ubiquiti UniFi, and Cisco Meraki environments.

• Assist with remote monitoring, patching, scripting, backups, and endpoint management through NinjaOne.

• Support WatchGuard VPN and remote-access troubleshooting.

• Maintain accurate hardware, software, license, and equipment inventories.

• Maintain technical documentation, system inventories, user-access records, setup instructions, and troubleshooting guides.

• Document helpdesk resolutions and contribute to an internal knowledge base.

• Follow established change-management, security, data-protection, and access-approval procedures.

• Assist with IT audits, access reviews, system assessments, and remediation activities.

• Identify opportunities to improve system reliability, security, automation, and employee productivity.

• Provide basic system training and technical guidance to employees.

• Track and report ticket volume, response time, resolution time, recurring issues, and outstanding risks.

Screening Criteria

• Minimum of two (2) years of hands-on IT helpdesk, desktop support, or systems support experience.

• Experience with employee onboarding, offboarding, licensing, access permissions, and MFA.

• Experience supporting cloud-based CRM, ERP, web, e-commerce, or other business applications.

• Experience administering Microsoft 365, Microsoft Entra ID, and Microsoft Exchange.

• Must have stable employment history.

Required Qualifications

• Has working knowledge in DNS and email records, including MX and TXT records.

• Demonstrates strong troubleshooting skills across hardware, software, networking, email, identity, and access management.

• Demonstrates strong attention to detail and documentation skills.

• Proven ability to prioritize and manage multiple technical support requests according to urgency and business impact.

• Proven ability to explain technical concepts clearly to nontechnical employees.

• Proven ability to handle confidential company and employee information appropriately.

• Proven ability to work independently while collaborating with internal teams and external vendors.

• Clear and coherent both written and verbal communication skills in English.

Other Details

• WFH Set up
• 9PM - 6 AM Manila Time (SAT/SUN rest day)
• 25% Night Differential