IT Support Senior Associate

1 week ago

Pasig, Philippines 2X Full time

IT Support Senior Associate

This role combines foundational technical support duties with hands-on involvement in hardware, software, network maintenance, and event support. As a key part of the IT team, the IT Support Specialist ensures smooth day-to-day operations by assisting users, resolving common IT issues, and maintaining essential infrastructure. The role also supports internal events by setting up and troubleshooting basic audio-visual equipment. The ideal candidate has a service-oriented mindset, growing technical skills, and a desire to learn and develop across multiple areas of IT.

Key Responsibilities

  • Provide front-line support via tickets, chat, email, or phone under supervision.
  • Respond to basic to moderately complex inquiries regarding system access, software issues, and hardware concerns.
  • Demonstrate empathy and effective communication while troubleshooting user issues.
  • Escalate complex issues to senior support or relevant teams as needed.
Hardware Configuration and Maintenance
  • Install, configure, and maintain workstations, laptops, and peripherals (printers, monitors, etc.).
  • Conduct hardware diagnostics and resolve common issues independently.
  • Maintain accurate inventory records and asset tagging for all IT hardware.
  • Perform scheduled maintenance and hardware upgrades as needed.
Software Configuration and Maintenance
  • Assist in installing and updating common business applications (e.g., MS Office, antivirus, communication tools).
  • Apply patches and routine updates based on predefined procedures.
  • Help troubleshoot basic software issues using existing documentation and tools.
Network Configuration and Maintenance
  • Set up and support wired and wireless network connections for user workstations and office equipment.
  • Monitor network stability and troubleshoot connection issues with guidance from senior IT staff.
  • Document and assist in implementing standard network configurations.
  • Perform regular checks and basic maintenance on network devices (e.g., switches, routers).
Audio and Video (AV) Event Support
  • Set up and operate AV equipment for meetings, town halls, webinars, and training sessions.
  • Support video conferencing platforms such as Zoom, Microsoft Teams, and Google Meet.
  • Troubleshoot and resolve basic AV issues (e.g., microphone, camera, projector problems) during live events.
  • Assist in maintaining AV inventory and setup guides.
Technical Documentation
  • Create and update user guides, support FAQs, and step-by-step documentation for IT processes.
  • Assist in documenting common troubleshooting procedures and configuration steps.
  • Maintain accuracy and clarity in internal IT knowledge base entries.
Qualifications
  • Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
  • 1+ year of experience in IT support, helpdesk, or related technical roles preferred.
  • Basic understanding of ITIL support processes is a plus.
Preferred
  • Basic certification(s) in IT (e.g., CompTIA A+, ITIL Foundation, Google IT Support)
  • Familiarity with Microsoft 365 environment, including Teams, Outlook, OneDrive, and SharePoint
  • Experience supporting video conferencing platforms such as Zoom, Microsoft Teams, or Google Meet
  • Exposure to basic networking concepts (e.g., IP addressing, DNS, DHCP)
  • Knowledge of IT ticketing systems (e.g., Freshservice, Jira Service Desk, Zendesk)
  • Experience assisting with audio/visual setups for events or meetings
  • Familiarity with endpoint protection tools and basic cybersecurity practices
  • Strong organizational and documentation skills
  • Willingness to work on-site and provide support during scheduled company events or meetings
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