Technical Support Specialist

ROLE OVERVIEW

Provide on-site and remote technical support for corporate office users and gaming outlets, covering

incident resolution, applications, end-user devices, accounts, connectivity, and IT assets. Coordinate

escalations with development teams, service providers, and vendors, while maintaining service-desk

records, monitoring systems, and supporting IT security and audit activities.

Support scope:

TW360 corporate office and gaming outlets; helpdesk support for TW360 employees,

consultants, and vendors.

KEY RESPONSIBILITIES

1. Service Desk & Incident Management

• Record, own, monitor, and track incidents in ManageEngine, keeping users informed through

appropriate support channels.

• Investigate and diagnose incidents; provide resolutions or workarounds using standard operating

procedures and documented known errors.

• Escalate unresolved issues to Level 2 (L2) support, development teams, GCash, vendors, and other

support groups; open JIRA tickets and follow up through resolution.

• Prepare IT service-desk reports and next-shift endorsements.

2. Corporate Office & Endpoint Support

• Maintain, troubleshoot, and deploy laptops and desktops, including operating-system support.
• Deploy and remotely manage supported software through Microsoft Intune.
• Provision laptops and desktops using Autopilot and apply security updates and patches.
• Maintain IT asset inventories, including tagging, storage, tracking, and basic asset deployment.

3. Gaming Outlet Support

• Provide on-site and remote support for outlet Wi-Fi, S5 game applications, printers, and gaming

terminals.

• Maintain gaming terminals, uninterruptible power supplies (UPS), and CCTV systems.
• Troubleshoot internet issues and coordinate support and escalations with Converge and PLDT.

4. User Accounts & Application Access

• Administer Windows domain user accounts, including password resets, sign-in access support, and

two-factor authentication support.

• Create accounts for S5 staging and Terragon Backoffice Staging; reset passwords for Metabase, JIRA,

and back-office users.

• Create email accounts and distribution groups in Microsoft 365.

5. Network, Monitoring & Infrastructure Support

• Manage Wi-Fi network access and support structured LAN cabling.
• Monitor networks using Zabbix alerts and notifications, and monitor S5 gaming websites.
• Manage Fortigate firewall website and application whitelisting, and prepare firewall usage reports.
• Perform office internet service provider (ISP) switchover during downtime.
• Administer IP CCTV systems at the Honduras office.

6. IT Communications, Orientation & Audit Support

• Conduct new-hire orientation on IT procedures and security.
• Send IT advisories covering S5 games, RTG, service downtime, and maintenance schedules.
• Provide support to Mega Access and PAGCOR personnel during audits.

TOOLS & SYSTEMS

Service desk & applications: ManageEngine, JIRA, Metabase, S5 games, S5 staging, and Terragon

Backoffice Staging.

Workplace & endpoint administration: Windows domain accounts, Microsoft 365, Microsoft Intune,

and Autopilot.

Network & infrastructure: Zabbix, Fortigate, Wi-Fi, structured LAN cabling, IP CCTV, UPS, and gaming

terminals.

Job Type: Full-time

Pay: Php25,000.00 - Php30,000.00 per month

Benefits:

• Free parking
• Pay raise
• Staff meals provided

Work Location: In person