IT Support Specialist / MOA, Pasay

Discover your 100% YOU with us!

Position: IT Support Specialist
Location: MOA, Pasay City, Philippines
Work setup & shift: Onsite | Night shift (Compressed Work Week (4x11) Schedule)

Why join us?

You'll have:

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth:

Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As an IT Support Specialist, you will:

In this role, you will support the effective functioning of the information technology network, applications, and desktop equipment through incident, problem and service request management.

You will work with external vendors, FLG support office staff, and Club staff to find resolutions to problems that arise in club and in our support offices.

You will utilize your strong L1/L2 experience to support various internal stakeholders with a full range of IT service support from desktop/application issues, so it is imperative that you can provide exceptional customer service and think on your feet to problem solve and provide resolutions.

Must be able to adjust to constant business change; common types of changes include new requirements,
evolving goals and strategies, business acquisitions and emerging cloud technologies.

IT Support

• Manage and take ownership of IT request tickets through the entire lifecycle while updating relevant teams and acting as an escalation point for level 1 support

• Proactively assist in the monitoring and maintenance of applications and systems by investigating, resolving and escalating issues or queries.

• Provide exceptional customer experience via phone, chat and self-service to trouble-shoot solutions for hardware and operating systems issues that affect our users

• Provide desktop, printer and mobile device support for head office users and assist with the setup of new starters computers and their profiles

• Working with the IT Service Desk team lead to identify and propose application systems enhancements

General Duties

● In/Outbound Phone calls

● Create knowledge base articles for internal reference and Service Desk Agents, and ensures they are kept up-to-date.

● Support and BAU

● Train, share and teach other support team members

● Assist in project task work as coordinated by IT Leadership

Participation and Collaboration

● Participate in daily / weekly meetings with your team to discuss progress and issues to be resolved, and report on progress.

● Participate in ongoing discourse in the Groups teams channel

● Other duties as required.

What You Need:

Non-negotiables

3 to 5 years of IT experience

MSP Experience preferential

Strong English language communication and comprehension skills,

Strong analytical troubleshooting skills (All of your troubleshooting is completed over the phone)

Strong documentation practices

Strong communication skills/Phone Manner

365 Admin experience (Exchange/Azure/Endpoint Manager - Preferred)

Diverse hardware troubleshooting skills, Ability to think outside the box.

Preferred skills/expertise (NOT A MUST).

Prior experience supporting a UK, USA, Australian, or other English speaking country in a remote-facing support role

Meraki/Cisco Certifications

Atlassian Experience/Certification (Jira/Confluence)

Microsoft 365 certifications