- Location
- Pasig, Ortigas Center, Pasig City
- Workplace
- Remote
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Mid
- Experience
- 2+ years
- Education
- Master
- Source
- Teamtailor
Description
This role is the first point of contact for all internal IT support, managing the entire help desk queue from logging to resolution.
Job Responsibilities
Day-to-day tasks include:
User Support: Providing remote support for software (M365/Google Workspace, OS), connectivity (VPN, Wi-Fi), and hardware issues.
Lifecycle Management: Executing the full onboarding process (account creation, access, hardware coordination, induction) and offboarding process (disabling accounts, asset retrieval).
Security Operations: Monitoring security logs and alerts (antivirus, O365, endpoint), managing security awareness training, and assisting with patch management.
Systems & Auditing: Conducting monthly audits (backup checks, access reviews), maintaining the IT asset inventory, and reporting on system health.
Documentation: Creating and maintaining user-facing "how-to" guides and internal IT process documentation.
Qualifications (Skills)
Must-Have Skills:
Strong experience with IT help desk ticketing systems.
Expertise in supporting Windows and macOS environments.
Admin-level knowledge of Microsoft 365 and/or Google Workspace.
Identity Management: Experience with Active Directory (user creation, permissions).
Security Tools: Familiarity with endpoint protection, email filtering, and MFA.
Networking: Strong remote troubleshooting skills for VPN, Wi-Fi, and connectivity.
MDM: Experience with mobile device management/provisioning (e.g., Intune/Autopilot).
Excellent remote communication and user-support skills.
Nice-to-Have Skills:
Experience with the specific security platforms in use.
Experience documenting systems (e.g., in Confluence or similar)
Competencies/Traits
Highly Organized: Essential for managing the entire support queue, prioritizing tasks, and logging all work.
Customer-Service Mindset: Professional, patient, and timely in all user interactions.
Detail-Oriented & Meticulous: Critical for security log analysis, monthly audits, and user lifecycle processes.
Proactive & Accountable: Takes ownership of tickets from start to finish, including escalations.
Strong Communicator: Able to write clear, user-friendly documentation and conduct IT inductions.
Prior Experience
2-3+ years of experience in an IT Support, Help Desk, or Service Desk role.
Demonstrable experience supporting users in a fully remote or hybrid environment.
Proven experience managing the new-hire-to-leaver IT lifecycle (onboarding/offboarding).
Hands-on experience with security monitoring and alert management.
Performance Measurement
Ticket Resolution Time: Average time to close support tickets. First Contact Resolution (FCR): Percentage of issues solved on the first interaction.
Ticket Backlog: Number of open/aging tickets in the queue.
Audit Completion: On-time completion of all scheduled monthly audits.
User Satisfaction (CSAT): Feedback from internal staff.
Documentation: Number of new/updated Knowledge Base articles.