IT Support

Position Overview: The IT Support is responsible for providing technical assistance and support to
end-users and ensuring that hardware, software, and network systems function efficiently. This role
involves troubleshooting technical issues, providing user guidance, and maintaining IT systems to
optimize operational efficiency. The ideal candidate is a problem-solver with a customer service
orientation and a proactive approach to resolving technical challenges.

Key Responsibilities:
● Technical Support & Troubleshooting
○ Respond promptly to support requests through a ticketing system, phone, email, or
in-person.
○ Diagnose and troubleshoot technical issues related to hardware, software, network
connectivity, and peripheral devices.
○ Provide support for Windows, macOS, and mobile operating systems as required.
○ Perform hardware repairs, software installations, updates, and configurations.
● User Assistance & Training
○ Guide users through problem-solving processes to resolve technical issues.
○ Educate and train users on IT best practices, software applications, and system use.
○ Document frequently encountered issues and solutions to improve support resources.
● System Maintenance & Monitoring
○ Monitor system performance, network connectivity, and security alerts.
○ Conduct routine checks, updates, and patch installations for all hardware and software.
○ Perform data backups, restore procedures, and ensure data integrity.
● Hardware and Software Setup
○ Set up and configure new employee workstations, ensuring all necessary hardware,
software, and network access are available.
○ Maintain an accurate inventory of IT equipment and resources.
○ Manage the lifecycle of equipment, from deployment to decommissioning.
● Network Support
○ Assist in maintaining network infrastructure, including Wi-Fi, routers, switches, and
firewalls.
○ Troubleshoot network issues and escalate them to the network team as necessary.
● Security & Compliance
○ Enforce security policies by ensuring that devices have updated antivirus software,
encryption, and secure login protocols.
○ Assist in audits, system compliance checks, and implementation of IT security standards.
○ Monitor access logs and report suspicious activities.
● Collaboration & Documentation
○ Work with the IT team to maintain IT documentation, including knowledge bases, FAQs,
and user manuals.
○ Collaborate on IT projects, system upgrades, and process improvements.
○ Participate in team meetings, project planning, and strategy discussions.

Qualifications
● Education: Bachelor’s degree in Information Technology, Computer Science, or a related field
(preferred but not always required).
● Experience: 1-3 years of BPO IT support experience or a related field.
● Certifications: CompTIA A+, CompTIA Network+, Microsoft Certified: Fundamentals, or similar.

Skills and Competencies
● Technical Skills: Proficient in troubleshooting Windows, macOS, Office 365, VPNs, and network
connectivity issues.
● Problem Solving: Ability to diagnose and resolve complex technical issues efficiently.● Customer Service: Strong communication and interpersonal skills, with a customer-oriented
approach.
● Time Management: Ability to prioritize tasks, manage multiple tickets, and meet deadlines.
● Attention to Detail: Ensure accurate record-keeping, documentation, and compliance with
procedures.
Working Conditions
This role may require:
● Occasional weekend or evening support, especially during emergencies or system/network
updates.
● Lifting and moving of IT equipment (e.g., monitors, desktops) up to (specify weight).
● Remote support capability, including handling remote connections for troubleshooting.

Working hours
8AM-5PM (Monday - Friday) / Office-based
Flexible schedule
Alabang Office

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