IT Service and Support Specialist

1 week ago

Manila, National Capital Region, Philippines AS White Global Full time $104,000 - $130,878 per year

THE OPPORTUNITY
Our partner is one of Australia's largest privately-owned insurance groups, trusted by individuals, families, and businesses for their commitment to protecting outdoor adventurers and supporting community well-being. They provide strong operational support to business owners and leaders, allowing them to focus on growth while the company handles critical behind-the-scenes needs.

We are now looking for a Level 1/2 IT Support Specialist to join our Manila team. In this role, you will be the first point of contact for IT-related concerns providing technical support to end-users, troubleshooting hardware and software issues, and escalating more complex matters when needed. You will play a key role in ensuring smooth IT operations, making sure colleagues have the tools and systems they need to work efficiently.

This is a hybrid role based at our ASW office in BGC. During your first 3 months, you will be required to work full-time onsite to ensure proper training and onboarding. After this period, the role will transition to a hybrid model with only one day a week onsite. Work hours are 6:00 AM to 3:00 PM Philippine time, aligned with Australian business hours, allowing you to enjoy your afternoons free.

Key Responsibilities

  • Providing remote-based IT helpdesk support of staff and vendors to resolve any issues, requests, and incidents.
  • Provide End User Support (Level 1 and Level 2)
  • Resolve incidents assigned to you promptly, ensuring customer service and client outcomes are paramount.
  • Work with other IT departments and external vendors to identify and implement solutions to technical issues and system outages.
  • Develop and maintain knowledge base articles and support documentation to aid in the resolution of technical issues.
  • Ensure compliance with IT policies, procedures, and security standards.

Skills, Experience & Qualifications

  • 1–3 years of experience in IT support.
  • Familiarity with IT service management frameworks such as ITIL.
  • Strong technical troubleshooting skills with hands-on experience in common IT systems and software, including MS Windows, Microsoft 365, Office 365, Intune, SharePoint, and cloud applications.
  • Excellent communication and interpersonal skills, with the ability to explain complex technical issues to non-technical stakeholders.
  • Strong organisational and time management abilities, with a proactive approach to problem-solving.

ASW Offers

  • Be part of a Great Place to Work certified company that's going places
  • Thrive in a dynamic, inclusive, and supportive culture that celebrates collaboration, diversity, and shared success across borders.
  • Enjoy competitive compensation that recognises your skills and contributions.
  • Work with global clients and stakeholders, gaining valuable international exposure.
  • Comprehensive medical benefits to support your well-being, covering your family member(s).
  • Generous paid leave entitlements, because life outside work matters too.
  • Exciting team outings, company events, and travel opportunities, like our annual overseas trips, unforgettable parties, and more.
  • Collaborate with colleagues across Malaysia, Vietnam, the Philippines, and Australia, expanding your global perspective.
  • Ongoing training and career development tailored to your role and the industry.

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