APAC IT Services Specialist - AI-Driven End-User Support

Hammerjack Pty Ltd

Philippines

On-site

PHP 600,000 - 1,000,000

Full time

7 days ago

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Benefits offered by this job

Volunteer time

Well-being resources

August Free Fridays

Regionally tailored programs

Job summary

Genesys in Quezon City, Philippines, seeks an IT Services Specialist to deliver reliable technology support for APAC, partnering with Global IT, Security, HR and Facilities. You will own complex escalations, mentor junior staff, and help ensure productive users across hardware, software, and endpoint technologies.

You will work with Intune, Autopilot, and modern provisioning while supporting executive users and regional IT initiatives.

Qualifications

3 to 4 years of experience troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity, and operating systems
Strong proficiency with Windows operating systems, including Windows 10 and above
Working knowledge of Azure AD, Active Directory, Intune, Autopilot, Microsoft 365, TCP/IP connectivity, VPN clients, and connectors
Strong customer service and interpersonal skills, with the ability to build trusted relationships across organizational levels
Excellent written and verbal English communication skills, including confidence supporting senior IT, business leaders, and executive users
Experience onboarding, training, and providing guidance to junior team members
Ability to work independently with limited guidance while collaborating effectively with peers and technical teams globally
Demonstrated aptitude for continuous learning, innovative thinking, and adoption of emerging technologies, including AI and automation
Experience supporting audio and visual collaboration technologies, including Zoom
Experience with hardware ordering and invoicing

Responsibilities

Own escalations from the Global Helpdesk and junior Desktop Specialists, driving timely resolution of complex hardware, software, operating system, network connectivity, and end-user technology issues
Deliver hands‑on and remote support across APAC, including discreet, high‑priority support for executives and VIP users
Drive incidents through resolution with L3/L4 global teams, maintaining ownership of follow‑up, SLA performance, and user communication
Install, maintain, configure, and repair client computing hardware and software to support reliable end‑user operations
Manage the end‑to‑end device lifecycle, including deployment, updates, support, retirement, onboarding, and offboarding
Maintain accurate asset and software inventory in ServiceNow
Support Dell PCs, MacBooks, Windows, macOS, mobile devices, peripherals, printers, VPN connectivity, Zoom, Teams, and meeting room technologies
Administer routine activities across ServiceNow, Active Directory, Azure AD, Microsoft 365, SharePoint, Intune Endpoint Management, and Autopilot
Provide on‑site support for IT equipment moves, office relocations, and other regional requirements
Manage hardware ordering, invoice coding, charge‑back procedures, and related financial‑system activities
Participate in after‑hours or on‑call support rotations based on business needs
Travel across APAC may be required for in‑field support, training, business meetings, and regional IT functions
Guide junior Desktop Specialists on troubleshooting, ticket prioritization, and effective incident handling
Support onboarding and training of new team members, strengthening technical skills and consistent process execution
Partner with Global IT, Security, HR, and Facilities to deliver effective technology services across the region
Support regional IT initiatives, infrastructure deployments, business events, and other activities requiring IT presence
Ensure service delivery aligns with SOX, ISO9001:2008, ISO27001, and corporate compliance requirements
Maintain accurate documentation for support processes, workflows, and operational procedures
Improve MTTR, SLA compliance, and first‑time resolution through recurring‑issue analysis, disciplined troubleshooting, and stronger knowledge content
Use AI‑assisted diagnostics, automated s, and virtual agents to accelerate issue resolution and improve service efficiency
Strengthen automated knowledge content and chatbot‑driven deflection through ongoing feedback
Support zero‑touch and modern provisioning workflows using Autopilot and Intune under engineering guidance
Review endpoint analytics to identify emerging support trends and opportunities for improvement