IT Support Specialist – US Account

2 weeks ago

Makati City, National Capital Region, Philippines Excore Inc Full time ₱450,000 - ₱900,000 per year

IT Support Specialist

We are seeking an experienced IT Support Specialist to join our dynamic team. The ideal candidate is a highly skilled and customer-focused individual with deep expertise in the Microsoft ecosystem, a foundational understanding of Apple devices, and a positive, growth-oriented mindset. This role is perfect for someone who excels under pressure, is eager to expand their skillset, and is dedicated to providing exceptional technical support.


Key Responsibilities

  • Provide expert Tier 2 and Tier 3 technical support for end-users, resolving complex hardware, software, and connectivity issues quickly and effectively.
  • Serve as the subject matter expert for Windows 11 administration, troubleshooting, and optimization.
  • Manage and support the full suite of Microsoft 365 services (e.g., Exchange Online, SharePoint Online, OneDrive for Business, Teams, Azure AD) including user provisioning, security, and application-level troubleshooting.
  • Assist in the basic management, deployment, and troubleshooting of Apple devices (MacBooks, iPhones, iPads) using existing Mobile Device Management (MDM) solutions.
  • Document all support interactions, solutions, and internal procedures meticulously to maintain a comprehensive knowledge base.
  • Participate in IT projects, including system upgrades, security initiatives, and new application rollouts.
  • Identify recurring issues and proactively recommend and implement systemic improvements to enhance user experience and system stability.
  • Maintain a high level of professionalism and composure, especially in high-pressure or critical system failure situations, ensuring timely and clear communication with stakeholders.

Qualifications

Required Skills & Experience

  • 3+ years of professional experience in an IT Helpdesk, Desktop Support, or Technical Support role.
  • Deep expertise in the installation, configuration, and troubleshooting of Windows 11 and previous Windows operating systems.
  • Advanced knowledge and experience administering and supporting Microsoft 365/Office 365 environments, including security and compliance features.
  • Working knowledge of network fundamentals (TCP/IP, DNS, DHCP, VPN) and network troubleshooting.
  • Demonstrated working knowledge of basic Apple device management principles (macOS and iOS) and troubleshooting common issues.
  • Exceptional problem-solving and analytical skills with a methodical approach to root cause analysis.
  • Proven ability to remain calm and effective under pressure and manage multiple high-priority tasks simultaneously.
  • Excellent communication skills (verbal and written) with the ability to explain technical issues clearly to non-technical users.

Attitude & Attributes

  • A positive, energetic, and customer-focused attitude is essential.
  • A strong desire to learn new technologies, platforms, and skills on the job.
  • Highly reliable, self-motivated, and capable of working effectively both independently and as part of a team.

Desired (But Not Required)

  • Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+, ITIL Foundation).
  • Experience with specific MDM platforms (e.g., Intune, Jamf, Workspace ONE).
  • Scripting experience (e.g., PowerShell).

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