IT Support Specialist

1 week ago

Fort Bonifacio, National Capital Region, Philippines Aickman and Greene Full time

JOB DESCRIPTION

  • Serve as the first point of contact for IT support in the Manila office for the USCN Customer
  • Service Team, providing timely troubleshooting and resolution for onsite and remote
  • employees, and escalating issues to appropriate teams when required.
  • Provide desktop, hardware, software, and network support to Customer Service and Global Hub employees in a fast-paced, night-shift environment.
  • Respond to and manage IT support requests through Zendesk, ensuring accurate
  • documentation of incidents, troubleshooting steps, follow-ups, and resolutions.
  • Troubleshoot and resolve incidents, problems, and service requests to full user satisfaction,
  • conducting necessary research and on-the-job learning to resolve issues efficiently.
  • Escalate unresolved or complex issues to higher-level support teams as appropriate.
  • Collaborate cross-functionally with the APAC IT team, providing assistance, knowledge sharing, and hands-on support for all IT-related matters to ensure consistent service delivery and operational alignment.
  • Work closely with HR and hiring managers to deploy and configure equipment, system access and software for new hires and offboarding.
  • Create, manage, and maintain user accounts and permissions in JumpCloud, Active Directory, Google Workspace, and other cloud platforms in accordance with documented procedures.
  • Configure, deploy, and support RingCentral (cloud-based) phone and VOIP systems, along
  • with other telephony solutions.
  • Deploy, maintain, and track IT assets, ensuring accurate inventory and lifecycle management.
  • Monitor the health and performance of the IT infrastructure supporting the USCN CS team.
  • Administer, manage, and support server, network, and endpoint infrastructure as required.
  • Follow established documentation and best practices to ensure consistent, secure, and efficient IT support and system deployments.
  • Collaborate effectively with employees, team members, and management in a global,
  • multicultural environment.

QUALIFICATIONS

  • Graduate of BS Computer Science, Information Technology, Engineering, or related fields.
  • 1–5 years of IT support experience (depending on role level) in a BPO, corporate IT Service Desk, or technical support environment.
  • Willingness to learn new IT systems. Training is provided for the right candidate.
  • Proficient in configuring and troubleshooting Windows 10/11 and macOS
  • Experience with Active Directory, Office 365, and user account management.
  • Knowledge of PC hardware, software, components, and basic troubleshooting.
  • Understanding of Windows networking, LAN/WAN, DNS, TCP/IP, telephony systems, and mobile devices.
  • Proficiency in Google Workspace environment.
  • Willing to work onsite and graveyard shift located in BGC, Taguig

Job Type: Full-time

Pay: Php25, Php30,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion

Education:

  • Bachelor's (Required)

Experience:

  • IT Support Specialist: 1 year (Required)

Willingness to travel:

  • 100% (Required)

Work Location: In person

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