TECHNICAL ADMINISTRATOR

Onsite | Ortigas | Night Shift

Build your career on the front line of IT support, where every ticket and interaction helps keep users and systems running smoothly. As a Technical Administrator, you will provide Level 1-2 help desk support, manage service requests and monitoring activities, coordinate with vendors and technical teams, and deliver basic remote troubleshooting from our 100% onsite Ortigas office.

COMPANY OVERVIEW

At Acquire Intelligence, our mission is to help business work smarter.
We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here’s what’s waiting for you:

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways
• Recognition through our Value Awards — we celebrate your wins
• Real career growth with opportunities for internal promotions
• Meaningful work with talented and supportive teams

Your future matters:

• 900+ internal promotions every year
• Access to 2,700+ leadership training courses

Extra rewards along the way:

• 14th Month Pay after 5 years of continuous service
• Employee Referral Program — earn up to ₱42,000 per successful hire

Enjoy work-life balance:

• 24 Paid Time-Off Credits annually, with leave credits convertible to cash
• Paid Birthday Leave — celebrate your day your way

ROLE SNAPSHOT

As part of the first line of IT support, you will answer technical support requests, gather accurate information, initiate and manage tickets, perform basic troubleshooting, and escalate issues when needed. You will work closely with senior administrators, operations, technical teams, clients, and vendors to support and maintain company and customer IT infrastructure.

WHAT YOU’LL DO

END-USER AND TECHNICAL SUPPORT

• Troubleshoot Windows and Mac devices.
• Reset passwords and use remote support tools.
• Diagnose printer issues, install drivers, and troubleshoot operating-system-related concerns.
• Apply working knowledge of DNS, IP addresses, user profile issues, group policy, and basic hardware diagnostics.
• Troubleshoot printers, scanners, copiers, and VoIP phones.
• Troubleshoot basic network complexity issues.
• Perform routine maintenance and configure new computers, telephones, and printers.
• Provide technology infrastructure support, with direction, for systems, network technology, and applications.

CALL HANDLING AND TICKET CREATION

• Politely greet callers, screen calls, and route them to the appropriate personnel when needed.
• Ask relevant questions to determine the issue and create tickets for all incoming technical support requests.
• Use the IT Support Request system to document, prioritize, and track requests.
• Open and close tickets while ensuring technical and contact information is accurately documented.

VENDOR AND CLIENT COORDINATION

• Make outgoing calls to ISP and telecommunications vendors to open trouble tickets, investigate outages, schedule maintenance, place new orders, and coordinate repairs.
• Engage vendors as a client liaison when further assistance is required to open vendor tickets and resolve issues.
• Make outgoing calls to schedule client remote sessions and service follow-ups.
• Provide status updates regarding ticket scheduling and resolution.
• Collaborate with vendors for equipment maintenance.

SUPPORT INBOX AND TICKETING QUEUE MANAGEMENT

• Manage the support inbox by creating tickets and completing follow-ups.
• Forward billing-related items to the billing department.
• Monitor internal and external alerts for systems and networking.
• Review tickets that are one to ten days old every day.
• Request regular updates from technical staff regarding open tickets.
• Offer assistance to technicians to demonstrate an interest in learning and supporting the team.
• Review support and logging emails, create tickets, and assign them as needed.

MONITORING, SECURITY, AND COMPLIANCE

• Review company websites daily and confirm their functionality and performance.
• Review Zabbix logs daily at 8:00 AM and 2:00 PM Pacific Time.
• Review Ironscales logs daily.
• Comply with the Global IT Security Policy as it relates to hardware, software, security, data safety, and compliance.
• Maintain the confidentiality of sensitive information.

TEAM SUPPORT AND REPORTING

• Compile weekly ticket reminders for the technical teams every Monday, Pacific Time.
• Review team messages and provide updates regarding incidents and vendor matters affecting the organization.
• Present relevant incident and vendor updates during the Monday technical team meeting at 10:00 AM Pacific Time.
• Submit the Weekly Tech Time Report every Friday, Pacific Time.
• Perform all other duties as required.

A BIT ABOUT YOU

• At least two years of help desk administrator or comparable technical support experience.
• Experience working in a Level 2 technical administrator or help desk support role.
• Practical experience using remote support tools and troubleshooting Windows and Mac devices.
• Working knowledge of Microsoft products, VoIP systems, and other business productivity applications.
• Ability to diagnose issues involving printers, drivers, DNS, IP addresses, user profiles, group policy, basic hardware, and network connectivity.
• Fluent English communication skills, both spoken and written, with proper grammar and professional phone etiquette.
• Able to communicate calmly and professionally, de-escalate concerns, and help clients or end users feel heard and supported.
• Comfortable working in a fast-paced environment with changing priorities and time-sensitive support requests.
• Able to systematically troubleshoot complex issues while maintaining accuracy and attention to detail.
• Capable of touch-typing at an effective speed for ticket creation, documentation, and written communication.
• Demonstrated commitment to customer service through previous work experience or relevant certifications.
• Currently working toward or already holding a technical certification, with the ability to demonstrate strong technical aptitude.
• Available to work Monday to Friday, from 8:00 AM to 5:00 PM Pacific Time, onsite in Ortigas.

CORE VALUES

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions
• Entrepreneurial Energy: Think like an owner. Solve like a founder
• Fast with Intent: We move fast and deliver real results
• Laugh and Learn: We don’t take ourselves too seriously, just our results

What are you waiting for? Come for a career, stay for the fun!

Join the A-Team and experience the A-Life!