IT Support Technician who is passionate about technology, enjoys solving technical problems, and is committed to delivering excellent customer service. The role is responsible for providing technical support to employees, maintaining IT systems, troubleshooting issues, and ensuring smooth day-to-day operations.

Key Roles & Responsibilities

• Daily Operations
• Monitor and respond to helpdesk tickets and support requests.
• Perform password resets, account unlocks, and user access provisioning.
• Troubleshoot issues involving:
• Laptops/Desktop computers
• Printers
• VPN
• Wi-Fi
• Microsoft Office 365
• Other common software
• Provide remote desktop support using:
• TeamViewer
• AnyDesk
• Datto or other Remote Management tools
• Handle employee onboarding and offboarding:
• Account creation/removal
• Equipment setup
• Access management
• Perform basic device management:
• Software installation
• Patching
• Antivirus/EDR monitoring
• Escalation & Coordination
• Escalate infrastructure, network, and server issues to the IT Manager.
• Escalate security incidents including:
• Phishing
• Malware
• Suspicious activities
• Coordinate with vendors regarding:
• Hardware procurement
• Software procurement
• Warranty support
• Documentation
• Maintain:
• Helpdesk ticket logs
• IT asset inventory
• Knowledge base documentation
• Document recurring technical issues for continuous improvement.
• Project Support
• Assist with:
• Windows upgrades
• Software deployments
• Hardware refreshes
• System migrations
• Support testing and user coordination.
• Track project progress and report blockers.
• Prepare:
• User guides
• Communication materials
• Basic documentation

Core Competencies

• Customer Service Orientation
• Technical Troubleshooting
• Problem Solving
• Attention to Detail
• Time Management

Required Technical Knowledge

Candidates should have knowledge of:

• Microsoft 365
• Windows Operating Systems
• User Account Management
• Networking Basics
• Endpoint Security
• Remote Support Tools
• Ticket Handling
• Incident Escalation
• Asset Tracking
• User Documentation

Required Skills

• Excellent communication skills
• Strong decision-making skills
• Microsoft Office proficiency
• Ability to learn new software and business systems

Personal Attributes

• Integrity
• Respect
• Analytical Thinking
• Numeracy
• Problem Solving
• Organizational Skills
• Strong Communication Skills
• Excellent written and spoken English

Employment Details

• Employment Type: Permanent
• Probationary Period: 6 months
• Department: Finance
• Reports To: IT Specialist
• Direct Reports: None
• Location: Philippines
• Travel Requirement: Minimal
• Language: English (Essential)

Education

Bachelor's Degree in Computer Science, Information Technology, Software Engineering, or related field. Diploma holders may also be considered with strong relevant experience.

Experience

1–2 years of relevant IT Support or Helpdesk experience preferred.