IT Support Specialist

2 weeks ago

Quezon City, National Capital Region, Philippines ScalableOS Full time ₱25,000 - ₱50,000 per year

This is a remote position.

SUMMARY

The IT Support Specialist plays a crucial role in ensuring the smooth operation of client systems by providing timely, professional, and efficient technical support. You will be responsible for resolving end-user issues and ensuring a high standard of service delivery. As a member of our MSP team, you will be exposed to cutting-edge technologies and have the opportunity to work alongside a group of supportive, knowledgeable professionals. This role is ideal for someone passionate about technology and customer service, looking to grow in a fast-paced, dynamic IT environment.

JOB RESPONSIBILITIES

  • Provide technically accurate and user-friendly solutions to basic end-user requests, ensuring efficient and effective resolution.
  • Manage and support Active Directory (AD) tasks, including user management, permissions, and group policies.
  • Troubleshoot and resolve printer-related issues, ensuring minimal disruption to user productivity.
  • Address and resolve email-related issues, ensuring seamless communication for end users.
  • Offer application support, assisting users with software-related challenges and ensuring proper functionality.
  • Handle new user creation processes, ensuring timely account setup and proper configuration.
  • Manage user offboarding requests, including account deactivation and data transfer as needed.
  • Build and set up workstations and laptops, ensuring that devices are configured according to company standards.
  • Diagnose and troubleshoot technical issues across various platforms, providing effective solutions to restore functionality.
  • Meet or exceed daily utilization goals, maintaining high productivity levels.
  • Ensure high user satisfaction by delivering prompt, professional, and effective support.
  • Stay informed about the latest technology trends, tools, and best practices to continuously improve service delivery.
  • Occasionally travel onsite to perform tasks that cannot be completed remotely, ensuring that all client needs are met.
  • Performs other duties as assigned to support the overall objectives of the department and organization.

QUALIFICATIONS

  • Minimum 3 years of experience in a technical support role, providing hands-on support for end-users and troubleshooting a variety of IT issues.
  • Prior experience in a Managed Services Provider (MSP) or multi-client environment.
  • A positive attitude, with the ability to remain calm and professional under pressure, ensuring a pleasant experience for users even in challenging situations.
  • Exceptional problem-solving skills, with the ability to quickly diagnose issues and develop effective solutions to resolve technical challenges efficiently.
  • A strong passion for continuous learning, with a voracious appetite for acquiring new knowledge and staying up-to-date with the latest technologies and industry trends.
  • Ability to thrive in a fast-paced, high-pressure environment, managing multiple priorities while maintaining a high standard of service and meeting deadlines.
  • Strong written and verbal communication skills, with the ability to clearly explain technical issues to non-technical users and document issues accurately in ticketing systems.
  • Experience with ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk) is a plus, with the ability to efficiently manage and track support requests in a fast-paced setting.
  • Relevant certifications such as CompTIA A+, Microsoft 365, Network+, or CCNA are highly desirable, demonstrating technical expertise and commitment to professional development.
  • Team-oriented mindset, with a collaborative approach to problem-solving and a willingness to support colleagues and contribute to team success.
  • Attention to detail, ensuring that issues are accurately identified and resolved, and that all documentation is thorough and up to date.

JOB REQUIREMENTS

  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent night shift schedule.

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