AI-Driven IT Support Specialist

Jet Support Services, Inc.; Pampanga; On-site; PHP 300,000 - 500,000; Full time

Job summary

Jet Support Services, Inc. in Pampanga, Philippines is hiring a Technical Support Specialist to handle day-to-day end-user support across desktop, conferencing equipment, and Microsoft 365 apps. You will work with AI-driven processes to diagnose issues, draft resolutions, and continually build knowledge bases.

The role emphasizes strong customer service, problem-solving in a fast-paced environment, and after-hours on-call support, with a focus on Windows 11, AD, and AI-assisted workflows.

Qualifications

• Minimum 2 years' experience providing end-user support in a corporate environment.
• B.S. in Information Systems, Computer Science, or related field, or equivalent professional experience.
• Solid knowledge of Windows operating systems, especially Windows 11.
• Experience supporting Microsoft 365 applications such as Outlook, Teams, SharePoint, and OneDrive.
• Experience with the Microsoft 365 Admin Center, Azure Active Directory, and on-premises Active Directory.
• Hands-on hardware troubleshooting including laptops, desktops, conferencing equipment, printers, and peripherals.
• Familiarity with diagnostic utilities and basic Windows networking (IP addressing, DHCP, DNS).
• Excellent customer service orientation with strong communication skills.
• Analytical and problem-solving ability in fast-paced settings.
• Security-minded approach; certifications like Microsoft 365 Certified Administrator or A+ preferred.

Responsibilities

• Resolve tier 1 and 2 end-user support requests AI-first, drafting responses and researching issues.
• Collaborate with AI to assemble diagnostic pictures and upscale complex tickets.
• Resolve repetitive requests via AI-enabled automation and self-service.
• Provide responsive, professional support to all users, including executives.
• Set up and support A/V equipment and video-conferencing software for meetings.
• Provide day-to-day Microsoft 365 support across Outlook, Teams, SharePoint, and OneDrive.
• Install, configure, test, and troubleshoot workstations and peripherals; basic networking.
• Follow onboarding/offboarding procedures for account provisioning and deprovisioning.
• Provide after-hours on-call support as required.
• Maintain hardware/software inventories and Active Directory/Intune records.
• Monitor security alerts and take remedial action as directed.
• Turn resolved issues into AI-drafted knowledge base articles and user guides.
• Use AI-assisted macros and canned responses to speed resolutions.
• Always verify AI output before acting.

Skills

End-user Support

Windows 11

Microsoft 365

Active Directory

Azure AD

Intune

Hardware Troubleshooting

Customer Service

Security Minded

Communication

Education

B.S. in Information Systems or Computer Science

Tools

Microsoft 365 Admin Center

Azure Active Directory

Intune

Job description

Jet Support Services, Inc. in Pampanga, Philippines is hiring a Technical Support Specialist to handle day-to-day end-user support across desktop, conferencing equipment, and Microsoft 365 apps. You will work with AI-driven processes to diagnose issues, draft resolutions, and continually build knowledge bases.

The role emphasizes strong customer service, problem-solving in a fast-paced environment, and after-hours on-call support, with a focus on Windows 11, AD, and AI-assisted workflows.