Senior IT Support Engineer (Onsite Support & Office IT Management)

Senior IT Support Engineer (Onsite Support & Office IT Management)

Location: Makati City, Philippines (Onsite)

Employment Type: Independent Contractor

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Role Overview

We are seeking an experienced and self-sufficient Senior IT Support Engineer to serve as the primary onsite IT representative for a corporate office in Makati.

This is not a traditional ticket-processing role. The successful candidate will take full ownership of the day-to-day technology experience within the office, ensuring employees receive proactive, responsive, and professional IT support.

The ideal candidate naturally takes initiative, builds relationships across the office, anticipates technology needs before issues arise, and is comfortable operating independently with minimal supervision. They will serve as the local face of IT, maintaining a visible presence within the office and ensuring that employees can work productively at all times.

This role requires an individual who combines strong technical capabilities with excellent communication skills, business maturity, and a customer-focused mindset aligned with Western corporate work environments.

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Key Responsibilities

End User Support

• Provide Tier 2/3 onsite support for hardware, software, operating systems, and business applications.
• Troubleshoot and resolve technical issues for desktops, laptops, mobile devices, printers, and office equipment.
• Support Microsoft 365, Outlook, Teams, OneDrive, and related collaboration platforms.
• Deliver high-quality desk-side support to employees and senior stakeholders.
• Manage incidents and requests in accordance with service expectations and SLAs.

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Proactive Office IT Support

• Maintain a visible presence within the office and actively engage employees to identify potential IT issues before they impact productivity.
• Regularly walk the office floor and build strong working relationships with users.
• Anticipate upcoming requirements such as new hires, office moves, equipment refreshes, and technology upgrades.
• Prepare and pre-configure laptops, accessories, accounts, and workstations ahead of employee onboarding dates.
• Continuously identify opportunities to improve the end-user technology experience.
• Monitor device health, software updates, compliance status, and office technology readiness.

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Device & Endpoint Management

• Configure, deploy, maintain, and troubleshoot laptops, desktops, mobile devices, and peripherals.
• Administer Microsoft Intune and endpoint management platforms.
• Manage operating system updates, software installations, drivers, and security configurations.
• Support device refresh programs and hardware lifecycle management.
• Maintain spare equipment inventory and readiness.

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Identity & Access Management

• Administer Active Directory and Microsoft Entra ID.
• Manage user provisioning, de-provisioning, permissions, and group memberships.
• Support onboarding and offboarding activities.
• Maintain appropriate access controls and security standards.

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Asset Management

• Maintain accurate IT asset records and inventory.
• Track hardware assignments, warranties, software licensing, and refresh schedules.
• Conduct regular asset audits.
• Coordinate procurement and replacement of equipment when necessary.

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Office Technology & Infrastructure

• Support meeting room technologies, conference room equipment, printers, and office collaboration tools.
• Perform basic network troubleshooting relating to LAN, Wi-Fi, VPN, DNS, and DHCP.
• Coordinate with regional IT teams, vendors, and service providers when required.
• Ensure office technology remains operational and ready for use.

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Service Management

• Manage incidents, requests, and problems through ServiceNow or equivalent ITSM platforms.
• Maintain accurate documentation and knowledge articles.
• Participate in problem management and continuous service improvement initiatives.

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Required Skills & Experience

• Minimum 5 years of experience in Desktop Support, End User Computing, or IT Support roles.

• Demonstrated experience independently managing onsite IT support for a corporate office environment.

• Strong experience supporting executive and business users in a professional office setting.

• Proven expertise with:

  • Microsoft 365
  • Microsoft Intune
  • Microsoft Entra ID
  • Active Directory
  • ServiceNow or similar ITSM platforms

• Strong knowledge of Windows 10/11 administration and troubleshooting.

• Experience supporting macOS, Android, and iOS devices.

• Experience managing onboarding and offboarding activities.

• Experience with IT asset lifecycle management.

• Ability to work independently while maintaining high levels of user satisfaction and service delivery.

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Cultural & Behavioral Requirements

We are looking for someone who is more than a technical support engineer.

The successful candidate will:

• Take ownership rather than wait for instructions.
• Be proactive in identifying and resolving issues before users raise them.
• Be comfortable working independently as the primary onsite IT representative.
• Demonstrate professionalism and accountability in daily interactions.
• Build trust and strong working relationships with employees across the business.
• Communicate confidently with both technical and non-technical stakeholders.
• Be adaptable and comfortable supporting a Western corporate work environment.
• Demonstrate a customer-service mindset focused on responsiveness, accountability, and continuous improvement.
• Show initiative by identifying opportunities to improve processes, user experience, and operational efficiency.

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Preferred Qualifications

• Microsoft certifications (Modern Desktop Administrator, Endpoint Administrator, Microsoft 365 Administrator, Azure Fundamentals).
• ITIL Foundation certification.
• Experience supporting multinational organisations.
• Experience working directly with regional or global IT teams.
• Experience as the sole onsite IT support professional or primary IT representative for an office location.

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Ideal Candidate Profile

The ideal candidate is someone employees naturally turn to for technology support and guidance. They are visible, approachable, professional, and proactive. Rather than waiting for tickets to arrive, they actively engage with users, anticipate future needs, and take ownership of the technology experience within the office.

They combine strong Microsoft platform expertise with excellent customer service, business maturity, and the confidence to represent IT within a professional multinational workplace.