Remote Support Associate | Hybrid | Makati | Rotating Shift

The Technology Expertise That Sustains International Business Performance

Exceptional business performance starts with seamless technology and responsive IT support. As a Remote Support Associate, you'll enhance workforce productivity through Windows, Microsoft 365, endpoint management, and network connectivity support across international operations. With Emapta, top 1% technology talent gains enterprise IT expertise, international collaboration, continuous upskilling, and long-term career opportunities within an award-winning workplace.

Job Overview

• Employment Type: Full-time
• Shift: Rotating Shift, Shifting Days Off
• Work Setup: Hybrid, Makati

Exciting Perks Await!

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Education

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

Experience

• At least 6 months to 1 year of experience in IT support, service desk, desktop support, or end-user technology support.

Knowledge and Skills

• Strong knowledge of Windows operating systems, Microsoft 365, endpoint devices, and common business applications.
• Working knowledge of Active Directory/Entra ID, user account administration, access management, and endpoint management tools.
• Knowledge of basic networking concepts, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and connectivity troubleshooting.
• Proficiency in remote support and troubleshooting tools for diagnosing and resolving end-user technology issues.
• Strong troubleshooting, problem-solving, and root-cause analysis skills.
• Ability to diagnose hardware, software, connectivity, and application-related issues remotely.
• Understanding of IT service management practices, including incident, request, escalation, and ticket management.
• Strong customer service and communication skills, with the ability to explain technical issues to non-technical users.
• Ability to prioritize and manage multiple support requests while meeting established SLA and service targets.
• Strong documentation skills and attention to detail.
• Ability to work independently while effectively collaborating with IT teams and other stakeholders.

Your Daily Tasks

Remote Technical Support

• Diagnose and resolve technical issues using approved tools and applications.
• Ensure timely resolution of user inquiries in line with SLAs.
• Document all interactions and resolutions accurately in the ticketing system.
• Collaborate with resolver groups on complex issues and follow up to confirm resolution.
• Provide remote support for laptops and desktops, troubleshooting applications, updating operating systems and drivers, optimizing performance, resolving VPN and network connectivity issues, configuring antivirus security, and setting up peripherals.
• Manage remote device configurations and ensure compliance with standards.
• Build strong user relationships to understand needs and deliver effective solutions.
• Promote a culture of customer focus, excellence, and continuous improvement.

Communication and Documentation

• Provide clear technical guidance to users via email, chat, or phone to support self-service solutions.
• Communicate ticket status proactively based on defined SLAs and operating guidelines.
• Maintain and update technical documentation, processes, and reports through communication alignment via support resources.
• Collaborate with internal and external teams to ensure timely fulfillment of requests.
• Suggest and implement service improvements to enhance user experience.

Other Responsibilities

• Perform additional administrative, operational, and/or project-related tasks as assigned by management.

Join Emapta, recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With over 30 offices across 11 countries and 1,200+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 13,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO

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