EUS Coordinator

About ProSource

ProSource builds and manages dedicated offshore teams for US and global companies. For over a decade we have specialized in staff augmentation, placing highly technical and professional roles from the Philippines directly into client teams. Our clients are primarily US SaaS, fintech, and enterprise companies seeking cost savings, efficiency, and long-term retention without outsourcing their operations.

Role Overview:

The End User Support Specialist is responsible for delivering reliable and high quality IT support to employees across the organization. This role ensures that end users are equipped with properly configured hardware, software, and peripherals, and that technical issues are resolved efficiently to minimize business disruption. The EUS Specialist supports onboarding and offboarding activities, maintains accurate IT records, and ensures compliance with company standards, security policies, and data privacy requirements. Working closely with internal teams, vendors, and stakeholders, the role contributes to continuous improvement of support processes while consistently demonstrating ProSource's mission, values, and commitment to excellent employee experience.

Key Responsibilities:

1. Overview

a. Develop an in depth understanding and technical skills in computer hardware and software repair and installation, ranging from basic to complex applications, including network systems and devices

b. Liaise with relevant teams regarding updates, changes, and system requirements, ensuring timely and accurate communication

c. Ensure all IT related activities and equipment comply with company standards and policies

d. Support employee onboarding by coordinating company equipment and swag through shipping or on site setup

e. Update and maintain relevant records and files in accordance with instructions provided by the client or Executive team

2. Excellent Support

a. Provide excellent support services to new hires and existing employees, including troubleshooting and shipping coordination

b. Demonstrate patience, professionalism, and composure under pressure at all times

c. Clearly explain technical concepts in an easy to understand manner to non technical users

d. Identify, diagnose, and resolve Level One issues related to computer hardware and software, including laptops and PCs

e. Provide one on one technical assistance via phone, email, or in person support

f. Deliver general desktop support, including project coordination, imaging and re imaging of PCs and laptops

g. Assist with the installation of peripherals such as printers, scanners, and cabling systems including local area network cables, network interface cards, and wired switches

3. Offboarding

a. Maintain and update information related to departing employees to ensure clearance requirements are met for final pay release

b. Ensure all offboarding records are accurate, current, and submitted within the required cutoff timelines

c. Report any issues or concerns related to employee clearance or final pay items involving company issued equipment

4. General Duties

a. Participate in the development of goals, objectives, processes, and systems

b. Support colleagues and collaborate with other internal support groups and vendors in resolving Level Two issues

c. Assist in strategy development, system design, application testing, software upgrades, and preventive measures to reduce future technical issues

d. Monitor and analyze the performance of upgraded systems, tracking reliability, risks, and benefits

e. Support network technicians by creating end user informational materials, staying updated on IP policies, and complying with technical controls

f. Ensure the accuracy and integrity of all reports, files, and systems by maintaining updated and correct information

g. Perform other duties as deemed necessary by management

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• Experience in IT support, helpdesk, or end user support roles, preferably in a corporate environment
• Strong knowledge of computer hardware, software, and peripheral devices, including installation, troubleshooting, and maintenance
• Familiarity with network systems, LAN/WAN infrastructure, and basic network troubleshooting
• Experience with imaging, reimaging, and configuring desktops and laptops
• Understanding of ITIL processes, incident management, and service desk operations
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
• Strong problem solving, analytical, and organizational skills
• Ability to work independently and make decisions during night shift hours
• Detail oriented, with the ability to maintain accurate documentation and records
• Professionalism, patience, and the ability to handle pressure calmly and effectively
• Knowledge of company policies, security standards, and data privacy regulations

Schedule:

• Monday to Friday, 9pm to 6am PHT

What's in it for you?

• Highly competitive salary
• HMO coverage from Day 1 + 2 free dependents upon regularization
• Enjoy an onsite work setup with all the tools you need
• Full-time role with excellent perks and benefits

Ready to take the next step? Apply now and be part of our team