JOB TITLE: IT Support Technician

THE JOB ROLE

OVERVIEW

IT Support professional who is passionate about technology, eager to solve problems, and dedicated to providing excellent customer service. As part of our IT team, the IT Support Technician will be responsible for ensuring employees receive high-quality support for their technical needs. Your role will be crucial in maintaining our company''''''''''''''''''''''''''''''''s IT systems, troubleshooting technical issues, and providing timely solutions to ensure seamless operations.

ROLE SNAPSHOT

Job Title: IT Support Technician

Department: Finance

Reports To: IT Specialist

Contract Period: Permanent (6 months’ probation)

Located: Philippines

Language Skills: English essential

Travel: Minimal

Relevant Experience: 1–2 Years

Education and Qualifications: Bachelor’s degree in Computer Science, IT, Software Engineering, or related field (Diploma holders considered with strong experience)

KEY ROLES & RESPONSIBILITIES

Daily Operations

• Monitor and respond to helpdesk tickets/support requests (email, ticketing system, chat)
• Password resets, account unlocks, access provisioning (email, shared drives, business apps)
• Troubleshoot end-user issues: laptops/desktops, printers, VPN, Wi-Fi, common software (Office 365, etc.)
• Remote desktop support via standard RMM and remote support tools
• New hire onboarding / departing employee offboarding (accounts, equipment setup, access removal)
• Basic device management — patching, antivirus/EDR status checks, software installs via remote management tools

Escalation and Coordination

• Escalate complex infrastructure/network/server issues to the IT Manager
• Escalate security incidents (phishing reports, suspicious activity, malware alerts) to IT Manager
• Liaise with vendors on hardware/software procurement issues or warranty support

Documentation

• Maintain ticket logs, asset inventory (who has what device), and a basic knowledge base of common fixes
• Document recurring issues so patterns can inform bigger fixes later

Project Work

• Support IT project rollouts such as operating system upgrades, software deployments, hardware refreshes, and system migrations
• Assist with testing, user coordination, and follow-up during project implementation
• Track project-related tasks, update progress, and highlight blockers or issues to the IT lead
• Prepare simple user guides, communication notes, or basic documentation for new systems and process changes

CORE COMPETENCIES REQUIRED

• Customer Service Orientation - Responds to user requests promptly and professionally. Maintains a positive attitude when assisting employees and ensures issues are resolved effectively.
• Technical Troubleshooting - Diagnoses and resolves hardware, software, network, and system-related issues using a logical and systematic approach.
• Problem Solving - Identifies root causes of issues, evaluates solutions, and implements appropriate corrective actions.
• Attention to Detail - Accurately manages user accounts, access permissions, asset records, and support documentation with minimal errors.
• Time Management -. Prioritizes multiple support requests, manages workload efficiently, and meets service level expectations.

THE CANDIDATE

OVERVIEW

The ideal candidate should have relevant technical experience in supporting dynamic operations. They must demonstrate strong analytical thinking, attention to detail, and the ability to support both transactional tasks and strategic IT planning. A collaborative mindset, adaptability, and sound business acumen are essential, along with the ability to contribute to process improvements and team development.

EDUCATION, PROFESSIONAL QUALIFICATION, EXPERIENCE & SKILLS

• Diploma or Bachelor’s degree in Information Technology, Computer Science, Software Engineering, or a related field. At least 1-2 years of relevant IT support or helpdesk experience is preferred.
• Good understanding of IT support fundamentals, including Microsoft 365, Windows operating systems, user account management, networking basics, endpoint security, and remote support tools.
• Good understanding of IT support processes, including ticket handling, incident escalation, onboarding and offboarding support, asset tracking, and basic user documentation.
• Excellent communication and decision-making skills with the ability to engage effectively at all levels.
• Proficient in Microsoft 365 (Word, Excel, PowerPoint, Outlook) and adept at learning new business systems and software platforms as needed.

Values / Skills / Knowledge

• Integrity
• Respect
• Analytical and Numeracy
• Problem Solving
• Organizational skills
• Strong communication skills
• Excellent in written and spoken English