Senior IT Support Specialist

Position Title: Senior IT Support Specialist

Work Set Up: On-Site

Schedule: 3:30 AM to 12:30 PM PH Time

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

The IT Support Specialist is responsible for providing technical support to end-users and ensuring the smooth operation of IT systems and services. This role involves troubleshooting hardware and software issues, maintaining IT infrastructure, and delivering exceptional customer service.

What You'll Do:

Quality/Accuracy of Work:

Assign incoming service requests promptly

Maintain and prioritize ICT systems based on business needs

Recommend and implement improvements to enhance system functionality

Ensure all tasks are completed to a high standard

End-User Support:

Provide Tier 1 and Tier 2 technical support via phone, email, and in person

Coordinate IT helpdesk and assign tickets to technicians

Set up, configure, and troubleshoot desktops, laptops, printers, and mobile devices

Resolve ERP/WMS-related issues or escalate to Application Support when necessary

Incident Management:

Log, track, and document support requests in the ticketing system

Escalate unresolved issues to higher-level support or vendors

Generate incident reports and assist with root cause analysis

Hardware & Software Management:

Manage Active Directory and Entra

Install, update, and maintain OS, applications, and hardware

Monitor and maintain inventory of IT assets and licenses

Support hardware upgrades with minimal user disruption

Network & Connectivity:

Troubleshoot network issues (wired/wireless) with support partners

Manage VPN and remote access solutions

IT Security & Compliance:

Enforce IT security protocols and assist with security implementations

Educate users on cybersecurity best practices

Documentation & Training:

Maintain accurate system documentation and troubleshooting guides

Contribute to the IT knowledge base and train end-users on IT systems and tools

System Monitoring & Maintenance:

Monitor system health and performance

Perform routine checks, backups, and maintenance on IT infrastructure

Ensure system reliability and efficiency in coordination with the IT team

Continuous Improvement & Projects:

Provide feedback on IT processes and tools.

Participate in upgrades, deployments, and IT projects.

Stay current with emerging technologies and trends.

What We're Looking For:

A minimum of 3 - 5 years in a support role

A formal qualification in a technology related field

Evidence of recent industry certifications, Microsoft, Azure, ITIL

Excellent spoken and written English skills

Ability to take direction and work unsupervised

A strong desire to lean and upskill

At least 3 years experience supporting Microsoft environments

Good working experience with Entra and AD

A solid understanding of L2 and L3 routing

Experience with CorelDRAW and Adobe Suite

Skills with VBA Scripting and PowerShell

Ability to mentor and train others and be an escalation point

Why You'll Love Joining the CO Fam

At Clark Outsourcing, we're redefining what it means to work in a BPO. This isn't your regular office setup - it's where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you'll have to experience it yourself to believe it.

Here's what's in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches

At CO, it's not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can't wait to welcome you to the team