IT Service Desk Administrator

6 days ago

Pasay, National Capital Region, Philippines CBTW Full time $70,000 - $120,000 per year
Who is Collaboration Betters the World

Collaboration Betters the World (CBTW) is an international tech company delivering value-added services to customers across 5 continents. CBTW operates through a variety of brands.

Growth over the past 5 years, consistently welcoming new companies into its ecosystem. We are committed to responsible and impactful growth, investing a portion of our earnings in environmental initiatives and education access. Employees are encouraged to live out these values and participate in meaningful actions to help make the world better.

CBTW employs 3,400 professionals worldwide.

Other significant locations include Germany, Switzerland, Luxembourg, India, USA, Philippines, Colombia, Bulgaria, Tunisia, and Singapore.

Our Manila office has 70 employees supporting OneAston brand customers and internal IT operations (17 positions).


IT Service Desk

We are expanding our Corporate IT Department, which is responsible for maintaining IT equipment, tools, and security across all CBTW subsidiaries. The IT team is distributed across Asia (Manila and Vietnam) and Europe, providing 24-hour support on weekdays for employees located in Asia, Europe, and the Americas.

The IT Service Desk currently has 15 administrators:

  • 7 in Europe
  • 4 in Manila
  • 4 in Vietnam

We are now looking to reinforce the Manila team to better support users in the Americas region.

CBTW is ISO 27001 certified, reflecting our commitment to security. All IT team members receive training and coaching in security measures to ensure high-quality service delivery.


IT Service Desk Administrator – Key Responsibilities
  • Create accounts in Active Directory, Office 365, and other internal software for new employees
  • Initiate content setup on Office 365 following defined procedures
  • Configure computers for new hires, interns, and consultants
  • Repair hardware-related issues
  • Provide L1 and L2 technical support to users across Asia, Europe, and North America
  • Monitor and resolve IT tickets and service requests
  • Review and address security alerts from IBM QRadar SIEM, Sophos Central (antivirus/firewall), and Darktrace (email/O365 security)
  • Maintain and enhance the Helpdesk knowledge base (OneNote) with documentation and processes
  • Ensure compliance with SLA for assigned tickets and contribute to overall service quality
  • Participate in internal IT projects, such as onboarding new subsidiaries and process automation

Required Qualifications & Attributes
  • Bachelor's/College Degree in Computer Science or a related technology field
  • At least 2 years of consistent experience in IT support
  • Ability to follow standard operating procedures and instructions
  • Strong communication and language skills
  • Must be able to understand non-native English speakers
  • IBM QRadar SIEM, Sophos Central (antivirus/firewall), and Darktrace (email/O365 security)

  • Willingness to work in a rotating shift schedule:

  • 9 AM to 6 PM (APAC shift)

  • 3 PM to 12 AM (EMEA shift)
  • 12 AM to 9 AM (Americas shift)

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