IT Support Specialist – US Account

7 days ago

Makati, Philippines Excore Inc Full time

IT Support Specialist We are seeking an experienced IT Support Specialist to join our dynamic team. The ideal candidate is a highly skilled and customer-focused individual with deep expertise in the Microsoft ecosystem, a foundational understanding of Apple devices, and a positive, growth-oriented mindset. This role is perfect for someone who excels under pressure, is eager to expand their skillset, and is dedicated to providing exceptional technical support. Key Responsibilities Provide expert Tier 2 and Tier 3 technical support for end-users, resolving complex hardware, software, and connectivity issues quickly and effectively. Serve as the subject matter expert for Windows 11 administration, troubleshooting, and optimization. Manage and support the full suite of Microsoft 365 services (e.g., Exchange Online, SharePoint Online, OneDrive for Business, Teams, Azure AD) including user provisioning, security, and application-level troubleshooting. Assist in the basic management, deployment, and troubleshooting of Apple devices (MacBooks, iPhones, iPads) using existing Mobile Device Management (MDM) solutions. Document all support interactions, solutions, and internal procedures meticulously to maintain a comprehensive knowledge base. Participate in IT projects, including system upgrades, security initiatives, and new application rollouts. Identify recurring issues and proactively recommend and implement systemic improvements to enhance user experience and system stability. Maintain a high level of professionalism and composure, especially in high-pressure or critical system failure situations, ensuring timely and clear communication with stakeholders. Qualifications Required Skills & Experience 3+ years of professional experience in an IT Helpdesk, Desktop Support, or Technical Support role. Deep expertise in the installation, configuration, and troubleshooting of Windows 11 and previous Windows operating systems. Advanced knowledge and experience administering and supporting Microsoft 365/Office 365 environments, including security and compliance features. Working knowledge of network fundamentals (TCP/IP, DNS, DHCP, VPN) and network troubleshooting. Demonstrated working knowledge of basic Apple device management principles (macOS and iOS) and troubleshooting common issues. Exceptional problem-solving and analytical skills with a methodical approach to root cause analysis. Proven ability to remain calm and effective under pressure and manage multiple high-priority tasks simultaneously. Excellent communication skills (verbal and written) with the ability to explain technical issues clearly to non-technical users. Attitude & Attributes A positive, energetic, and customer-focused attitude is essential. A strong desire to learn new technologies, platforms, and skills on the job. Highly reliable, self-motivated, and capable of working effectively both independently and as part of a team. Desired (But Not Required) Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+, ITIL Foundation). Experience with specific MDM platforms (e.g., Intune, Jamf, Workspace ONE). Scripting experience (e.g., PowerShell). #J-18808-Ljbffr

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