IT Support Specialist

Powering Recovery Through Smarter IT Solutions In the world of health, wellness, and recovery, our client stands as a driving force behind movement, strength, and healing. With globally trusted brands like THERABAND®, Rolyan®, and Cramer®, they bring science and care together to help patients and providers reach their peak performance. Backed by 500 partners across 100 countries, they continue to redefine how innovation supports recovery—proving that when technology meets compassion, better outcomes and stronger futures naturally follow. Your Role at a Glance Be part of our client's team as an IT Support Specialist and provide end‑to‑end support for hardware, software, and communication systems to ensure smooth daily operations. You'll troubleshoot, manage incidents, and empower users to get the most out of their technology tools—all while growing your global IT experience. What This Role Offers Employment type: Full‑time Shift: Night shift Work setup: Onsite – Megatower Ortigas Why You'll Love Working Here Day 1 HMO coverage with free dependent Competitive salary package Night differential pay to maximize your earnings Prime office location in Makati (easy access to MRT stations, restaurants, and banks) Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.) Unlimited upskilling through Emapta Academy courses (Want to know more? Visit ) Free 24/7 access to office gyms (Ortigas and Makati) with a physical fitness trainer Exclusive lifestyle perks (hotel and restaurant discounts, and more) Unlimited opportunities for employee referral incentives Standard government and Emapta benefits 20 annual leaves (5 convertible to cash) Mentorship and exposure to global leaders and teams Diverse and supportive work environment What You'll Bring to the Team Bachelor's degree in Computer Science or a related field 3‑5 years of experience in an IT help desk role Strong knowledge of Windows operating systems and Microsoft 365 Proficiency in remote desktop tools (TeamViewer) and ticketing systems (ServiceNow) Excellent troubleshooting and problem‑solving skills Strong communication and customer service skills Ability to prioritize and manage multiple tasks in a fast‑paced environment Proactive, can‑do, and solution‑oriented mindset Experience with label software support on printing devices (preferred) Core Competencies Supports strategic initiatives across teams, employees, vendors, and customers Identifies and addresses opportunities, challenges, and obstacles proactively Adapts to changing priorities to support business success Collaborates effectively with others to achieve organizational goals What You'll Do Every Day Technical Support and Troubleshooting Manage and resolve incidents and service requests received from internal end users through ServiceNow Provide frontline support via phone, email, MS Teams, and remote connectivity tools to resolve technology issues Identify, research, and resolve technical problems of varying complexity Troubleshoot network and infrastructure‑related issues Provide initial support for server and cloud‑related systems User Access and System Management Support end‑user access, including password resets, account provisioning, and permissions management Manage end‑user access through Active Directory Assist with IT onboarding and offboarding processes, including device setup and account provisioning Documentation and Training Document support requests, incidents, and resolutions in ServiceNow Maintain accurate records of tickets and assets in systems of record and knowledge bases Train end users and provide documentation to ensure efficient use of IT hardware and software Provide guidance to users on IT tools, company systems, and security best practices Hardware and Device Support Support and maintain workplace devices, tablets, RF guns, and other user hardware (e.g., Dell, Zebra, Honeywell, Lexmark, HP) Maintain and support workplace and enterprise printers Projects and Process Improvement Manage IT‑related projects from initiation to completion with minimal supervision Research and recommend IT products, services, and process improvements Performance Standards Meet incident SLA targets: Severity 4 / Low: 10 Business Days Severity 3 / Medium: 5 Business Days Severity 2 / High: 2 Business Days Severity 1 / Critical: 1 Business Day Welcome to Emapta Philippines Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024 , Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like‑minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Outsourcing and Offshoring Consulting #J-18808-Ljbffr