Tech Support Level II

2 days ago

Makati City, National Capital Region, Philippines Booth and Partners Pte Ltd Full time ₱350,000 - ₱550,000 per year
Job Description – IT Support Specialist (Outsourced, Remote) About Us Pipe17 is a fast-growing SaaS company that simplifies commerce operations for brands and retailers. As we scale, we are looking for a dedicated IT Support Specialist to provide hands-on technical support for our distributed team. This role is outsourced, remote, and requires coverage in a US-friendly timezone. Role Summary The IT Support Specialist will be the first line of support for day-to-day IT requests, access management, and troubleshooting. You'll help ensure smooth operations by managing accounts, resetting credentials, and maintaining security processes (especially related to SOC2 compliance). The role requires a proactive problem-solver who can handle urgent requests quickly while documenting all actions in line with compliance requirements. Key Responsibilities User Support ● Respond to employee IT requests (password resets, MFA/2FA issues, access to systems like GitLab, Google Workspace, Slack, etc.). ● Provide timely resolution for urgent cases that may impact operations (e.g., lost authentication access). ● Support onboarding/offboarding of employees (device setup, system access, account deactivation). Access & Security Administration ● Act as administrator for key systems (Google Workspace, Okta/SSO, GitLab, etc.). ● Manage role-based access control and permissions, ensuring least-privilege access policies. ● Document and process all access requests in line with SOC2 compliance requirements. System & Device Management ● Assist with configuration and troubleshooting of laptops, VPN, productivity apps, and collaboration tools. ● Monitor and support endpoint security policies (MFA, patching, encryption). ● Maintain IT asset inventory (laptops, accounts, licenses). Process & Compliance ● Follow IT request handling workflows required for SOC2 compliance. ● Document incidents, resolutions, and approvals for audit readiness. ● Identify recurring IT issues and propose process or tooling improvements. Qualifications ● 3+ years of IT support, help desk, or system administration experience. ● Experience with Google Workspace administration (G-Suite super admin access). ● Familiarity with MFA/2FA tools, identity management, and role-based access controls. ● Strong troubleshooting skills across SaaS applications, cloud tools, and endpoint devices. ● Knowledge of SOC2 compliance requirements is a strong plus. ● Excellent communication skills; ability to handle requests with patience and clarity. ● Must be able to work in a US-friendly timezone. Benefits ● Competitive outsourced compensation. ● Remote-first role with flexible working hours. ● Opportunity to build scalable IT processes at a fast-growing SaaS company. ● Exposure to SOC2-compliant IT and security best practices.

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