IT Support Desk Technician

Solve Real IT Challenges for Businesses Across Continents

This role connects you to international clients, complex systems, and real-world challenges. Troubleshoot, secure, and scale networks across borders. It's time to code your way into a global career that travels far.

Job Description

As an IT Support Desk Technician, you will be at the front line of IT operations-troubleshooting, maintaining systems, and resolving issues across continents. You'll collaborate with teams in Sydney, serve users in North America, and support clients in Australia, ensuring technology runs smoothly around the clock.

Job Overview

Employment type: Full-time
Shift: Rotating schedule
Work setup: Permanent Work From Home

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Permanent WFH arrangement
• Prime office location in Makati and Quezon City (Easy access to MRT stations, restaurants, and banks)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 3+ years of experience in IT support or a similar technical role
• Strong knowledge of Windows operating systems and Microsoft 365 suite
• Experience with remote support tools and ticketing systems
• Familiarity with networks, VPNs, and basic cybersecurity principles
• Understanding of cloud services (Azure, AWS)
• Experience with Power BI (ability to update existing reports; basic knowledge of Power Query and DAX is a plus)
• Experience using PowerShell for scripting tasks
• Excellent troubleshooting and problem-solving abilities
• Strong written and verbal communication skills in English
• Ability to work independently with minimal supervision
• Customer service orientation and professional demeanor

Preferred Qualifications

• Experience working with Datto RMM or similar RMM tools
• Familiarity with Datto's built-in scripting capabilities (training can be provided)
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft certifications) - not required, but considered a plus
• Experience with ticketing systems and IT service management
• Background in managed services environment

Your Daily Tasks

• Provide front-line IT support for approximately 50 staff members in North America
• Deliver after-hours support for Australian clients when required
• Respond to and resolve tickets generated by our RMM system (Datto RMM)
• Create and maintain Power BI reports for clients
• Troubleshoot hardware, software, and network issues
• Perform routine maintenance tasks and system updates
• Manage user accounts, permissions, and access rights
• Script automation tasks using PowerShell for Microsoft 365 and Windows systems
• Document technical processes and solutions in the knowledge base
• Collaborate with the Sydney-based support team during shift overlaps
• Implement IT service delivery best practices
• Participate in assigned project work

About the Client

Our client is a premier Australian IT services provider specializing in managed IT services, cybersecurity consulting, and IT strategy. Based in Sydney and operating since 2001, they deliver reliable, secure, and client-focused technology solutions. Their commitment to innovation, excellence, and continuous improvement positions them as a trusted partner for businesses across Australia.

Who Are We

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. Apply now and be part of the #EmaptaEra