IT Support Specialist
Summary
Onsite IT Support Specialist based in Ortigas, Metro Manila who manages IT tickets, documents troubleshooting, and escalates security-sensitive issues under the IT manager's guidance. Day-to-day work covers Windows, Microsoft 365, printers, peripherals and connectivity, plus remote support for employees in Guam and Saipan.
Salary: ₱17,000 – ₱22,000 per month
About the role
The IT Support Specialist provides onsite support for the Manila office and remote technical support for employees in Guam and Saipan. The role reviews and troubleshoots IT tickets, supports approved company systems and equipment, escalates unresolved or security-sensitive issues, and coordinates Manila IT operations under the guidance of the IT manager. The position requires dependable daily onsite attendance, disciplined documentation, strong customer service, and strict adherence to security and access controls.
Key responsibilities
Review, prioritize, update, and manage assigned IT support tickets
Provide professional onsite support in Manila and remote support to Guam and Saipan
Gather error messages, screenshots, device details, and other diagnostic information
Document troubleshooting, communications, actions, and resolutions completely
Follow up on tickets awaiting user responses or additional information
Escalate unresolved, high-risk, sensitive-related, or out-of-scope issues with complete handoff notes
Coordinate daily Manila IT operations under the guidance of the IT manager or designated IT personnel
Immediately report suspected phishing, malware, unauthorized access, data exposure, or other security concerns
Coordinate approved onsite vendor activity and report status to the IT Manager
Troubleshoot Windows computer, Microsoft 365 applications, printers, peripherals, connectivity, and approved company programs
About you
Working knowledge of, and ability to troubleshoot, Windows computer, Microsoft 365 applications, printers, peripherals, connectivity, and approved company programs
Strong troubleshooting, documentation, communication, and customer service skills
Adherence to established procedures and access limitations
Dependable, trustworthy, and detail-oriented work approach
Degree, diploma, certification, or equivalent experience in information technology or a related field
1-2 years of help desk, desktop support, technical support, or similar experience preferred
Ability and willingness to work onsite in office daily
Follows company security and access-control requirements, including the use of company-issued equipment, assigned accounts, approved applications, least privilege access, multifactor authentication, and approved data-handling procedures