Jr IT Support Specialist

3 hours ago

Mandaluyong City, National Capital Region, Philippines KMC Solutions Full time ₱350,000 - ₱600,000 per year

About the Role as a Jr IT Support Specialist:

You will be a key member of a global IT team responsible for managing and supporting the IT infrastructure.

This pivotal role delivers excellent user experiences to both offshore vessel crews and onshore teams, embodying a strong "Vessel First" mindset when resolving IT issues onboard.

You will provide day-to-day IT support through various channels, handle incident and request management via ServiceNow, engage with second and third-level support teams, and contribute to ad-hoc projects including onsite support when required.

What You'll Bring

Your background and skills will enable you to:

  • Troubleshoot PCs, hardware, networks, and cloud services with confidence
  • Administer Active Directory and Office 365 environments
  • Manage user accounts and permissions efficiently
  • Apply solid understanding of ITIL processes including Incident, Request, Problem, and Change Management
  • Deliver clear, timely, and customer-focused communication
  • Demonstrate logical thinking, resourcefulness, and a collaborative mindset

Key Responsibilities

  • Provide comprehensive IT support across multiple communication channels (email, chat, phone, self-service)
  • Accurately document and resolve tickets in ServiceNow, maintaining high ticket quality
  • Perform initial diagnostics and apply logical troubleshooting to restore service quickly
  • Coordinate with higher-level support teams and vendors for advanced issue resolution
  • Maintain and update the IT Support Service Catalogue and knowledge base articles
  • Participate in problem management efforts and identify performance improvements
  • Support IT projects and aid in the transition of new services or tools into the support framework
  • Flexibility to work shifts covering 24/5 operations, including on-call weekends

Who We're Looking For

  • An analytical thinker with creativity in solving issues using available resources, including onboard vessel hardware and software.
  • A self-driven individual with relevant IT education and hands-on experience in PC/server hardware, user support, and server administration.
  • Excellent English communication skills to support a diverse, international user base
  • Experience in or an enthusiasm for maritime or offshore environments is a plus, but not required
  • Strong integrity, independence, and a proactive attitude toward service excellence
  • Technical Skills & Knowledge Working knowledge of ITIL frameworks and IT Service Management best practices
  • Experience with Windows Server environments, Active Directory, and user management
  • Familiarity with LAN/WAN networking concepts and troubleshooting
  • Understanding of virtualization technologies, preferably Hyper-V Basic knowledge of firewall and router configuration
  • Proficiency in supporting common office hardware like PCs, printers, and peripherals
  • Competent with Microsoft Office applications and related troubleshooting

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