IT Support Specialist

4 weeks ago

Angeles, Philippines KDCI Outsourcing Full time

Job Summary

KDCI Outsourcing is looking for a highly skilled and customer-oriented IT Helpdesk Support Specialist to join our growing IT team. This is a hands-on technical support role with a strong focus on networking, cross-platform support, and SaaS administration. You will serve as the first line of escalation for complex technical issues, providing advanced support to internal users across various platforms. Responsibilities include troubleshooting, system administration, and ensuring compliance with IT security protocols, while delivering exceptional service to both local and remote end-users.

Responsibilities
  • Deliver Tier 2/3 technical support to end-users via chat, email, phone, and remote tools.
  • Troubleshoot and resolve advanced hardware, software, and network-related issues.
  • Configure, manage, and maintain networking equipment, including Juniper switches, wireless access points, and Palo Alto firewalls.
  • Administer user accounts and access in Active Directory, Microsoft Entra (Azure AD), Google Workspace, and other platforms.
  • Manage SaaS applications including Zoom, Slack, and 1Password, handling provisioning, configuration, and troubleshooting.
  • Oversee Microsoft Intune administration for device compliance, app deployment, and policy management.
  • Support macOS environments, including integration with Apple Business Manager and MDM tools such as Jamf or Kandji.
  • Assist with employee onboarding/offboarding by configuring IT systems and providing user training.
  • Maintain accurate documentation of incidents, solutions, and processes in IT ticketing systems such as Jira Service Management, Zendesk, or ServiceNow.
  • Monitor system performance and security, escalating critical issues when needed.
  • Collaborate with the IT team to improve internal processes and infrastructure.
  • Stay updated with emerging technologies and recommend improvements to enhance service delivery.
Qualifications
  • Minimum of 3+ years of experience in an IT Helpdesk or technical support role, with Tier 2/3 capabilities.
  • Strong networking experience with Juniper switching and wireless, and Palo Alto firewalls including configurations, VPN setup, and security policy management.
  • Advanced troubleshooting skills in macOS, with experience in Apple Business Manager or MDM tools such as Jamf or Kandji.
  • Proficiency in Microsoft Intune administration (device compliance, app deployment, policy management) and Microsoft Entra (Azure AD) administration (user provisioning, group/role assignments, conditional access).
  • SaaS administration experience with Zoom (user provisioning, AV troubleshooting), Slack (workspace/channel management), and 1Password (vault administration, access control).
  • Familiarity with IT ticketing systems such as Jira Service Management, Zendesk, or ServiceNow.
  • Strong documentation skills, professional communication, and ability to handle escalations from Tier 1 support.
  • Proven ability to troubleshoot complex issues and manage systems independently.
  • Experience supporting both local and remote end-users across macOS and Windows platforms.
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