IT Support Specialist

7 days ago

Manila, National Capital Region, Philippines Pear Tree. Full time

Position:
IT Support Specialist (Level 1 & Level 2)

Location:
Remote - 100% WFH

Working Hours:
Mondays to Fridays, 7:00am to 4:00pm Philippine Time

Salary range:

  • PHP 45,000 - PHP 60,000/month - Level 1

  • PHP 65,000 - PHP 95,000/month - Level 2

  • Combination (Level 1&2) - upto PHP 95,000/month

Holidays:
TBD

OVERVIEW

The
IT Support Specialist
provides technical support across hardware, software, networks, and cloud environments. This role ensures smooth day-to-day operations for clients by resolving incidents, maintaining systems, and delivering excellent customer service. Level 1 focuses on first-line troubleshooting and routine tasks, while Level 2 handles more complex issues, escalations, and deeper infrastructure support.

RESPONSIBILITIES

Technical Support & Troubleshooting

  • Provide daily support for client systems including desktops, servers, applications, networks, and cloud services.
  • Diagnose and resolve technical issues; escalate complex incidents when required.
  • Maintain strong customer focus by ensuring timely, accurate, and effective resolutions.

Systems Maintenance & Monitoring

  • Perform proactive tasks such as monitoring, patching, updates, and performance optimisation.
  • Support private-cloud and hybrid-cloud infrastructure alongside the internal support team.

Client Engagement

  • Communicate clearly with clients to understand issues, provide updates, and set expectations.
  • Deliver high-quality service that aligns with client needs and technical standards.

Documentation & Process Improvement

  • Contribute to knowledge base articles, troubleshooting guides, and internal documentation.
  • Participate in ongoing improvements to support processes and workflows.

Managing Level 1&2 Support

Level 1:

  • Handles first-line support, basic troubleshooting, and ticket triage.
  • Escalates complex issues to Level 2.

Level 2:

  • Manages complex incidents, root-cause diagnosis, and advanced troubleshooting.
  • Supports infrastructure-level tasks and provides escalation support for Level 1.

Availability

  • Participate in on-call rotation and provide after-hours support when required.

Requirements

QUALIFICATIONS

Technical Skills & Experience

  • 2-4+ years of experience in IT support, service desk, or infrastructure roles.
  • Strong knowledge of:
  • Windows/Mac desktop support
  • Basic server administration
  • Network fundamentals (TCP/IP, DNS, DHCP)
  • Active Directory, Group Policy
  • Microsoft 365 or equivalent cloud platforms
  • Experience or interest in cloud and hybrid-cloud infrastructure (preferred).

Soft Skills & Attributes

  • Strong analytical and problem-solving skills with a "get things done" mindset.
  • Excellent verbal and written communication skills.
  • Ability to multitask in a dynamic, fast-paced environment.
  • Customer-focused approach with a desire to improve user experience.
  • Continuous learner with passion for new technologies and modern infrastructure.

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