IT Specialist

6 days ago

Manila, National Capital Region, Philippines Compass Experience Labs Full time ₱1,200,000 - ₱2,400,000 per year

IT Specialist

MEET COMPASS

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more If you delight the customer, listen to their feedback, and use their insights to gather data about products and

Job Description

? Serve as the first point of contact for employees seeking technical assistance.

? Perform remote troubleshooting through diagnostic techniques and pertinent

questions.

? Provide advanced support for Windows Operating System, Apple devices,

Chromebook devices, and mobile devices.

? Lead in configuring and troubleshooting advanced network and infrastructure cloud

issues, including software applications, endpoints, and VPNs.

? Direct unresolved issues to the next level of support.

? Documents incidents and resolutions within the call or chat tracking application and

provides updates to the knowledgebase where applicable.

? Configures and installs software for end-users' desktops and laptops remotely, over

the phone or chat.

? Administration of end points, cloud services, and security application platforms.

? Install, configure, and maintain operating systems, business applications, and

enterprise-level software.

? Lead the setup and management of new users, user onboarding and offboarding

processes, and complex system integrations.

? Manage and troubleshoot application faults, working closely with vendors to resolve

critical issues.

? Assist in the deployment and optimization of cloud-based services, such as Google

Workspace, Azure and AWS.

? Provide leadership in managing the roll-out of new software or system upgrades.

? Serve as the point of contact for technical issues, ensuring timely, efficient and

effective resolutions.

? Deliver comprehensive IT support reports and ensure proactive communication with

key stakeholders on system health and improvements.

? Log and manage the full life cycle of support tickets (Incidents and Service Requests)

in the ITSM platform.

? Monitor, remediate and review alerts, detection, and incidents generated by cloud

services, endpoint, security application platforms on a daily basis.

? Ensure compliance with IT policies and security standards.

Qualification

? 5+ years of experience in IT support, preferably within a managed IT services

environment.

? Proven proficiency with a major ITSM platform (e.g., ServiceNow, Jira Service

Management, Zendesk, or similar help desk software).

? Strong technical proficiency in networking, operating systems, and enterprise

applications.

? Strong communication and interpersonal skills to explain technical issues to non-

technical users clearly and patiently.

? Experience with cloud services such as Google Workspace, Azure and AWS is

preferred.

? Exceptional English communication skills (written and spoken).

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