IT Support Engineer

• Deliver firmwide IT support services remotely and onsite in the Manila office
• Intake, triage, troubleshoot, and resolve service requests and incidents
• Serve as the first level of escalation for technical issues and assess impact and urgency
• Manage the ticketing system, including creating, updating, documenting, assigning, escalating, and closing requests and incidents according to SLAs
• Provide Tier 2 escalation support, including triage, troubleshooting, outage tracking, and communication for office, application, and firmwide issues
• Coordinate daily scheduling to maintain service desk coverage and timely responses
• Coordinate vendor escalations, track service-level compliance, and document vendor solutions
• Support and maintain end-user hardware and peripherals, including computers, monitors, docking stations, scanners, printers, headsets, and related equipment
• Support associates in the Philippines and United States across global offices and remote work environments
• Support office-specific, firmwide, and remote applications
• Assist the infrastructure team with network equipment maintenance and troubleshooting
• Manage mid-level projects, including team meetings, recommendations, and issue resolution
• Oversee IT asset management, including deployment, recovery, assignment, location tracking, disposal, inventory updates, and record accuracy

Requirements

• Bachelor’s degree in Information Systems, Information Technology, or equivalent professional experience
• 3+ years of experience providing help desk or technical support
• CompTIA A+, Network+, or equivalent certification preferred
• Proficiency with Windows 11, Microsoft 365 applications, Zoom, and Android/iOS mobile devices
• Excellent verbal and written communication skills in English
• Experience supporting associates in a multinational environment preferred
• Occasional travel within the Philippines and limited international travel may be required
• Ability to lift, carry, and transport moderately heavy equipment, including computers and peripherals
• Strong English comprehension and problem-solving skills
• Ability to interpret technical information, document findings, and communicate next steps effectively
• Ability to explain technical concepts clearly to non-technical audiences
• Experience supporting peripherals such as headsets, cameras, docking stations, and conference room equipment
• Networking knowledge required; firewall experience is a plus
• Ethical behavior, critical thinking, accountability, and sound judgment
• Professional image, maturity, self-confidence, and positive attitude

Core Competencies

Demonstrates expertise in IT support services, including troubleshooting, ticket management, and end-user hardware support. Proficient in managing service desk operations and providing Tier 2 escalation support in a multinational environment.

Highest-signal resume keywords

• IT Support Services
• Ticket Management
• Windows 11 Proficiency
• CompTIA A+ Certification
• Networking Knowledge

Hard Skills

• Troubleshooting
• Service Request Management
• End-User Hardware Support
• Application Support
• Network Equipment Maintenance

Soft Skills

• Excellent Communication Skills
• Problem-Solving Skills
• Critical Thinking
• Accountability
• Positive Attitude

Certifications & Qualifications

• CompTIA A+
• Network+

Industry Keywords

• Help Desk Support
• Technical Support
• Multinational Environment
• IT Asset Management
• Service-Level Compliance

Tools & Technologies

• Microsoft 365 Applications
• Zoom
• Android/iOS Devices
• Ticketing System
• Vendor Management