IT Support Specialist

Location: Philippines
Schedule: 24x7 Rotating Roster
 

Job Summary:
The IT Support Specialist provides technical support to end-users, resolving hardware, software, and network issues in a 24x7 environment. This role ensures seamless IT operations, delivers excellent customer service, and maintains system uptime.

Key Responsibilities:

• Respond to and resolve IT support tickets via phone, email, or ticketing system.

• Troubleshoot hardware (laptops, desktops, peripherals) and software issues (MS Office, Windows, Linux).

• Assist with user account management, including password resets and access permissions (e.g., JumpCloud, Active Directory).

• Monitor and maintain network connectivity, VPN, and system performance.

• Escalate complex issues to senior IT staff or vendors as needed.

• Document resolutions and update knowledge base for recurring issues.

• Support remote and on-site users, ensuring minimal downtime.

• Verify and update system configurations (e.g., IP settings, browser issues, proxy settings).

• Coordinate with third-party vendors for hardware repairs or service issues.

• Ensure compliance with company IT policies and security standards.

Qualifications:

• Associate or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).

• 1-2 years of IT helpdesk or technical support experience.

• Proficiency in Windows OS, Microsoft Office (2024 or 365), and common enterprise applications.

• Familiarity with Linux systems is a benefit.

• Knowledge of network troubleshooting, VPNs, and ticketing systems (e.g., ServiceNow).

• Experience with cybersecurity tools (e.g., CrowdStrike) and cloud platforms (e.g., SharePoint, M365) is a plus.

• Strong problem-solving and communication skills.

• Ability to work in a 24x7 rotating roster, including nights, weekends, and holidays.

Working Conditions:

• Fast-paced, 24x7 helpdesk environment.

• May require occasional on-site support or travel to company locations.