Technical Support Specialist

2 weeks ago

Imus, Calabarzon, Philippines beBeeCustomer Full time ₱509,000 - ₱636,199
Job Overview

The IT Support Specialist role at our organization offers a dynamic and challenging work environment where you can utilize your technical expertise to make a positive impact.


Our ambition level is high, with significant opportunities for growth and professional development. We strive to create a work culture that values innovation, teamwork, and customer satisfaction.


As an IT specialist, you'll have the opportunity to collaborate with various teams to update current processes and implement new solutions to improve our technology stack.


Our team is dedicated to delivering exceptional customer service and support, and we're seeking an experienced IT professional who can contribute to our mission.


Key Responsibilities
  • Provide top-notch customer service and expert insight into general and complex support issues within the IT Support Team.
  • Resolve common IT issues remotely (PC, Mac, Chromebook) and enforce non-automated IT security policies locally.
  • Understand policies and develop solutions that meet users' needs while adhering to company policy.
  • Ensure SLAs are met while dealing with customers, completing services, and overall customer satisfaction.
  • Assist other IT support staff with operational procedures and troubleshooting issues.
  • Provide training to all staff on new hardware and software when required.
  • Resolve escalated and Executive support tickets in a timely manner.
  • Create and maintain detailed documentation for systems and processes managed by the IT team, for both end-users and other IT staff.
  • Work knowledge of Enterprise IT tools (Google Workspace, Slack, JAMF, Kaseya, BetterCloud, etc.) is strongly preferred.
  • Continuously evaluate and improve existing Service Desk processes and policies.
  • Manage core IT services (on-prem and SaaS), including process automation, configurations, and improvements within these tools.
  • Support technical and non-technical stakeholders and accommodate a rapidly growing team.
  • Hardware and software asset management.
  • Staff onboarding and offboarding, including machine imaging and account creation/configuration.

Requirements
  • Minimum 3 years experience in a technical support or helpdesk role.
  • Experience with Google Workspace, Slack, Bettercloud, and other major SaaS applications.
  • Experience troubleshooting PC, Mac, and Chromebooks for software and hardware-related issues remotely.
  • Proficiency with MDM solutions (JAMF, Kaseya).
  • Experience with IDP and SCIM Provisioning.
  • Making data-driven decisions.

Skills & Qualifications
  • Bachelor's degree in Information Technology, Computer Science, or relevant experience. IT-related certifications are desirable.
  • Excellent written and verbal communication skills with the ability to present complex technical information clearly and concisely to various audiences.
  • Ability to support physical IT infrastructure (computer, network, storage).
  • Able to work well under pressure and meet deadlines.
  • Passion for AI and ability to work with AI-driven technologies.

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