IT Support Specialist

Work Schedule: US Working Hours / Night Shift
Work Location: Cyberscape Alpha, Ortigas Center, Pasig City (Onsite)

What is your mission?

We are looking for an IT Support Specialist to provide remote technical support, Microsoft 365 administration, user account management, application troubleshooting, and IT operations support across the organization. This role is responsible for resolving help desk tickets, managing Microsoft 365 environments, supporting onboarding and offboarding, maintaining user access and security settings, troubleshooting hardware and software issues, coordinating vendor escalations, and assisting with technology projects while delivering excellent user support and maintaining system efficiency.

You will provide the best service to our partner brands by performing these tasks:

• Provide remote IT help desk support for employee software, account access, and technology-related issues through phone, email, and Microsoft Teams.

• Respond to support requests, document technical issues, communicate resolution status, and follow up on outstanding support tickets.

• Support Microsoft 365 administration, including Outlook, Microsoft Teams, SharePoint, OneDrive, shared mailboxes, distribution groups, user permissions, licenses, and security settings.

• Manage employee onboarding and offboarding processes, including account creation, configuration, access updates, and account deactivation.

• Assist users with password resets, multi-factor authentication setup, account lockouts, and access-related concerns.

• Troubleshoot email, file access, Microsoft applications, cloud-based software, and business application issues.

• Provide support for Procore, Acumatica, BambooHR, and other business systems.

• Troubleshoot Windows workstations, remote connectivity issues, printers, peripherals, video conferencing tools, laptops, and hardware-related concerns.

• Assist with software installations, updates, device configuration, backup monitoring, device health checks, and security notifications.

• Escalate complex hardware, networking, cybersecurity, and infrastructure issues to appropriate teams or vendors.

• Coordinate with external vendors and software providers to resolve escalated technical concerns.

• Guide employees on the use of Microsoft Teams, SharePoint, OneDrive, Outlook, and approved collaboration tools through calls, screen sharing, and training sessions.

• Create and maintain technical documentation, knowledge-base articles, user guides, software records, license inventories, and IT procedures.

• Track IT requests, software subscriptions, license renewals, equipment assignments, and project milestones.

• Support software updates, migrations, system improvements, access audits, and technology implementation projects.

• Identify recurring issues and recommend improvements to enhance user support, system organization, and operational efficiency.

Who are we looking for?

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field is preferred.

• Experience providing IT Help Desk Support, Technical Support, Service Desk Support, or Microsoft 365 Administration in a business environment.

• Hands-on experience with Microsoft 365, including Outlook, Microsoft Teams, SharePoint, OneDrive, Microsoft 365 Admin Center, user permissions, licensing, and security administration.

• Experience supporting employee onboarding and offboarding, account provisioning, password resets, multi-factor authentication, and access management.

• Experience troubleshooting Windows operating systems, software applications, login issues, remote connectivity, printers, peripherals, and hardware devices.

• Experience supporting cloud-based applications, software licensing, device management, and user access controls.

• Knowledge of cybersecurity principles, access controls, information security, and secure handling of company information.

• Experience with Procore, Acumatica, BambooHR, Microsoft Intune, or similar business platforms is highly preferred.

• Experience using IT ticketing systems, help desk platforms, and incident management tools is an advantage.

• Strong troubleshooting, technical analysis, research, and problem-solving skills.

• Excellent verbal and written English communication skills, with the ability to support users through phone, video, email, and screen-sharing sessions.

• Strong organizational, time-management, and documentation skills with the ability to manage multiple priorities.

• Ability to work independently, follow through on tasks, and proactively communicate updates and solutions.

• High level of professionalism, confidentiality, patience, and customer service orientation.

• Willingness to participate in self-guided learning, training, and continuous technology development.

• Amenable to working US Working Hours / Night Shift.

• Reliable internet connection and a professional workspace suitable for remote technical support activities.

Company Perks:

• Above-industry salary package and incentives

• Comprehensive HMO benefits and life insurance from day 1

• Free learning and development courses for your personal and career growth

• Dynamic company events

• Opportunities for promotion

• Free meals and snacks