Associate, IT (End User Support) | Makati City (Rockwell)

Asian Eye Institute, Inc.; Philippines; On-site; PHP 391,000 - 670,000; Full time

Benefits offered by this job

13th-Month Pay

Eye Treatment Benefit

HMO Coverage

Life Insurance

Paid Vacation Leaves

Sick Leaves

Educational Assistance

Sponsored trainings

Retirement Benefit

Job summary

Asian Eye Institute, Inc. is seeking an IT Associate to deliver first-level support, manage assets, and participate in IT projects within a healthcare environment.

The role focuses on ensuring secure IT operations, backing up systems, and collaborating with departments to improve IT service quality and compliance with standards.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or related field.
• 1 year or more of IT support or helpdesk experience.
• Healthcare or corporate environment experience is a plus.
• Knowledge of IT security and data privacy principles.
• Hands-on with Google Workspace and similar collaboration platforms.
• Experience deploying hardware and software.
• Exposure to enterprise systems such as EHR, ERP, SAP, AD, and Microsoft 365.
• Familiarity with IT Service Management (ITSM) practices.

Responsibilities

• Provide first-level IT support, in person or remotely, to resolve user issues and maintain productivity.
• Document issues and resolutions; escalate complex problems as needed.
• Collaborate with users and stakeholders to identify recurring issues and drive improvements.
• Maintain inventory of software and hardware assets; report gaps.
• Assist in planning and executing IT-related projects; meet deliverables and timelines.
• Monitor assets for security threats and assist in incident response.
• Support backups and disaster recovery planning; coordinate with vendors.
• Conduct security awareness programs and promote best practices.

Skills

IT support

IT security

Data privacy

Collaboration

Education

Bachelor's degree in IT/CS/CE

Tools

Google Workspace

Active Directory (AD)

SAP / ERP

Microsoft 365

EHR systems

Job description

About the role:

The IT Associate provides first-level technical support to resolve user issues and ensure uninterrupted IT operations. The role involves monitoring and maintaining IT systems, safeguarding data security, executing backup policies, and participating in disaster recovery planning. Additionally, this role supports IT-related projects and contributes to enhancing the overall IT service experience through effective troubleshooting, communication, and compliance with organizational standards.

Your contributions are:

I. END-USER SUPPORT

• Provides first-level support, whether in person or remotely, addressing digital or IT technical questions, user requests, and system issues to ensure timely resolution and uninterrupted productivity.

• Documents and tracks user issues and their resolutions, escalating complex problems to higher levels of support when necessary.

• Collaborates with end-users and stakeholders to identify recurring issues and propose preventative measures or system improvements.

II. ASSET AND SYSTEMS MANAGEMENT

• Maintains an inventory of software and hardware assets, including firewalls, network components, and workstations, ensuring accurate documentation and reporting of system gaps.

• Supports the team leader in optimizing workstations and systems for end-users, coordinating with other departments or vendors to resolve identified gaps.

• Conducts periodic system checks to ensure systems, platforms, and devices operate optimally and securely.

III. PROJECT PARTICIPATION AND IMPLEMENTATION

• Assists in the planning and execution of IT-related projects, sharing IT expertise and coordinating with internal and external stakeholders.

• Adheres to agreed project deliverables and timelines, ensuring smooth implementation and successful post-project transitions.

• Collaborates with vendors and other teams to ensure project outcomes align with organizational goals.

IV. DATA SECURITY AND INCIDENT MANAGEMENT

• Monitors IT assets and systems for security threats, responding promptly to potential breaches and escalating incidents to the IT Head.

• Ensures daily execution of backup policies for all systems, verifying successful completion through reporting tools and coordinating with vendors for unresolved issues.

• Participates in disaster recovery planning and simulations, contributing to the preparation and execution of processes to resume IT operations during interruptions.

• Works with compliance, risk management, and audit teams to maintain and update IT security measures in alignment with feedback and assurance findings.

V. SECURITY AWARENESS AND TRAINING

• Conducts regular awareness programs on digital security threats, updating employees on potential risks and preventive measures.

• Promotes a culture of security by ensuring operational teams understand and adhere to best practices for safeguarding systems and data.

VI. CONTINUOUS IMPROVEMENT

• Identifies opportunities to enhance IT support processes and systems, contributing to greater efficiency and user satisfaction.

• Proactively suggests and implements improvements to strengthen the organization’s IT environment and align with evolving operational needs.

VII. COLLABORATION AND TEAMWORK

• Coordinates with IT colleagues and other departments to address cross-functional technical issues, ensuring seamless IT operations and service delivery.

• Participates in team meetings, knowledge-sharing sessions, and collaborative projects to improve IT support processes and resolve end-user concerns effectively.

• Acts as a liaison between IT and other teams during the implementation of IT initiatives, ensuring alignment with organizational objectives and smooth integration of new technologies.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field.

• At least one (1) year of experience in an IT support or helpdesk role.

• Experience supporting a healthcare or corporate environment is an advantage.

• Knowledge of IT security and data privacy principles.

• Hands-on experience with Google Workspace and/or similar collaboration platforms.

• Experience in hardware and software deployment.

• Exposure to enterprise systems such as EHR, ERP, SAP, Active Directory (AD), and Microsoft 365.

• Familiarity with IT Service Management (ITSM) practices.

Benefits and Perks:

• Government-mandated / Statutory Benefits, including 13th-Month Pay

• Regular Dayshift

• 14th-Month Pay

• Eye Treatment Benefit including dependents

• Eyewear/Optical Benefits and Discounts including dependents

• Perfect Attendance Incentive

• HMO Coverage

• Life Insurance

• Paid Vacation Leaves convertible to cash

• Paid Sick Leaves convertible to cash

• Educational Assistance Plan for Eligible Employees

• Sponsored trainings and certifications for professional development

• Performance-based Increase (from Annual Performance Review)

• Retirement Benefit

Our Commitment to Diversity, Equity, and Inclusion

Asian Eye is committed to creating an organization and promoting a culture that both respect each human person’s uniqueness and foster and maintain a work environment where each colleague feels valued and supported.

Promoting diversity means understanding that each individual is unique; to recognize and respect individual differences and invest in creating and enforcing an inclusive, safe, and engaging work environment.

In managing our relationships with our people, Asian Eye will promote diversity by adopting the following measures in accordance with related laws.

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