Tech Support Level II

3 weeks ago

Santa Rosa, Philippines Booth & Partners Full time

Makati, Philippines | Posted on 10/02/2025 State/Province National Capital Region (Manila) Country Philippines Job Description Job Description – IT Support Specialist(Outsourced, Remote)About UsPipe17 is a fast-growing SaaS company that simplifies commerce operations for brands andretailers. As we scale, we are looking for a dedicated IT Support Specialist to provide hands-ontechnical support for our distributed team. This role is outsourced, remote, and requirescoverage in a US-friendly timezone.Role SummaryThe IT Support Specialist will be the first line of support for day-to-day IT requests, accessmanagement, and troubleshooting. You’ll help ensure smooth operations by managingaccounts, resetting credentials, and maintaining security processes (especially related to SOC2compliance). The role requires a proactive problem-solver who can handle urgent requestsquickly while documenting all actions in line with compliance requirements.Key ResponsibilitiesUser Support● Respond to employee IT requests (password resets, MFA/2FA issues, access tosystems like GitLab, Google Workspace, Slack, etc.).● Provide timely resolution for urgent cases that may impact operations (e.g., lostauthentication access).● Support onboarding/offboarding of employees (device setup, system access, accountdeactivation).Access & Security Administration● Act as administrator for key systems (Google Workspace, Okta/SSO, GitLab, etc.).● Manage role-based access control and permissions, ensuring least-privilege accesspolicies.● Document and process all access requests in line with SOC2 compliance requirements.System & Device Management● Assist with configuration and troubleshooting of laptops, VPN, productivity apps, andcollaboration tools.● Monitor and support endpoint security policies (MFA, patching, encryption).● Maintain IT asset inventory (laptops, accounts, licenses).Process & Compliance● Follow IT request handling workflows required for SOC2 compliance.● Document incidents, resolutions, and approvals for audit readiness.● Identify recurring IT issues and propose process or tooling improvements.Qualifications● 3+ years of IT support, help desk, or system administration experience.● Experience with Google Workspace administration (G-Suite super admin access).● Familiarity with MFA/2FA tools, identity management, and role-based access controls.● Strong troubleshooting skills across SaaS applications, cloud tools, and endpointdevices.● Knowledge of SOC2 compliance requirements is a strong plus.● Excellent communication skills; ability to handle requests with patience and clarity.● Must be able to work in a US-friendly timezone.Benefits● Competitive outsourced compensation.● Remote-first role with flexible working hours.● Opportunity to build scalable IT processes at a fast-growing SaaS company.● Exposure to SOC2-compliant IT and security best practices. #J-18808-Ljbffr

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