IT Support

• Implement recruitment strategies aligned with business needs and market trends
• Source candidates through job boards, referrals, social media, and internal databases
• Conduct initial screenings and first-round interviews
• Prepare candidates for client interviews
• Manage candidate and client relationships through pre-onboarding
• Maintain accurate, up-to-date ATS data
• Ensure timely progress of roles in the recruitment pipeline
• Collaborate with team members and support recruitment activities across different verticals, focusing on IT and Construction & Engineering

Recruitment Specialist – IT, Construction, Engineering

• Provide first-level technical support for hardware, software, and account-related issues
• Troubleshoot Windows, macOS, printers, Microsoft 365, VPN, and network connectivity issues
• Manage user accounts, password resets, MFA support, and onboarding/offboarding tasks
• Escalate advanced technical issues to senior IT staff when necessary
• Document tickets, troubleshooting steps, and resolutions accurately
• Assist with workstation setup, device imaging, inventory tracking, and equipment deployment
• Support remote employees using remote access and support tools
• Maintain awareness of HIPAA and security best practices when handling systems and user data
• Deliver excellent customer service and maintain professionalism during high-pressure situations
• Help improve onboarding, documentation, and operational efficiency
• Contribute positively to company culture and team collaboration

Level 1 Help Desk Technician

• Support customers via phone, email, and IM Chat
• Process User Admin-related requests and perform first-line troubleshooting and analysis for technical concerns
• Act as the first point of contact for IT clients regarding IT matters
• Create, categorize, classify, analyze, and document incidents in the ITSM application
• Attempt to resolve problems using authorized IT systems and the ITSM Knowledge Base
• Maintain contact with Service Desk clients, clarify issues, modify workstations, and advise users
• Transfer tickets to appropriate support lines or task groups when escalation is required
• Coordinate between Service Desk clients and other IT organizational units
• Maintain complete, current, and consistent case documentation in the ITSM tool
• Support the Incident Management process and participate in escalations
• Report minor technical cases to the Team Leader
• Follow KCS methodology and use, improve, and create knowledge-base articles
• Build knowledge of IT environments, processes, and Service Desk procedures

Assistant IT Supporter – Service Desk

• Own the full IT function across people, process, and performance
• Directly manage, coach, and develop IT Specialists and the broader IT team
• Set individual and team performance goals; conduct regular 1:1s and performance reviews
• Build hiring plans and participate in recruiting and onboarding as the team scales
• Own helpdesk performance against SLAs, including response time, resolution time, and ticket completion rate
• Monitor ticket volume and service metrics; report trends and risks to leadership
• Serve as escalation point for complex, high-priority, or unresolved tickets
• Drive root-cause initiatives to reduce recurring ticket volume
• Own device lifecycle strategy covering procurement, provisioning, deployment, maintenance, and retirement
• Ensure on-time, on-standard device deployment across projects and clients
• Oversee device inventory accuracy and asset management practices
• Evaluate and recommend MDM, endpoint management, and ticketing tools
• Represent IT in client-facing meetings and escalations
• Translate technical risk and capacity into business language
• Own client satisfaction outcomes related to IT support and device experience
• Maintain trusted relationships with key client contacts
• Own and maintain the IT SOP library
• Identify process, tooling, and team-capacity gaps and propose solutions
• Drive cross-functional collaboration on IT-dependent initiatives
• Report IT function health, performance, capacity, and risks to leadership regularly

IT Manager

• Execute customer implementations in partnership with Project Managers, meeting timelines, requirements, and quality standards
• Provide first- and second-level technical support for post-sale customers through inbound channels
• Debug, optimize, and troubleshoot complex data flows, advanced SQL queries, system behaviors, and web-application architectures
• Communicate resolution timelines, status updates, and next steps to customers, direct leaders, and client stakeholders
• Investigate and resolve implementation-related support requests
• Build, maintain, and structure technical knowledge bases and SOPs for clients and T1/T2 teams
• Identify recurring issues and recommend process or system improvements
• Collaborate with internal technical and product teams on escalated issues
• Support testing, validation, and post-implementation stabilization
• Maintain high standards of client satisfaction, accuracy, and responsiveness
• Act as the highest escalation point for complex technical and implementation issues
• Complete annual cybersecurity refreshers
• Complete assigned learning courses aligned with Team Captain criteria within the first 90 days and ongoing

Technical Support Specialist – T3

• Execute customer implementations in partnership with Project Managers, ensuring timelines, requirements, and quality standards are met
• Provide first- and second-level technical support for post-sale customers via inbound channels
• Debug, optimize, and troubleshoot complex data flows, advanced SQL queries, system behaviors, and web-application architectures
• Communicate resolution timelines, status updates, and next steps to customers, direct leaders, and client stakeholders
• Investigate and resolve implementation-related support requests
• Build, maintain, and structure technical knowledge bases and SOPs for clients and T1/T2 teams
• Identify recurring issues and recommend process or system improvements
• Collaborate with internal technical and product teams to resolve escalated issues
• Support testing, validation, and post-implementation stabilization
• Maintain high standards of client satisfaction, accuracy, and responsiveness
• Act as the highest escalation point for complex technical and implementation issues
• Complete annual cybersecurity refreshers
• Complete assigned learning courses aligned with Team Captain criteria within the first 90 days and ongoing as part of professional development

IT Support jobs in Philippines

Recruitment Specialist – IT, Construction, Engineering

Level 1 Help Desk Technician

Assistant IT Supporter – Service Desk

IT Manager

Technical Support Specialist – T3

Technical Support Specialist, T3