Global IT Support Engineer — Tier 2 & End-User Tech Expert

Jobtailor; Manila; Hybrid; PHP 420,000 - 620,000; Full time

Job summary

Jobtailor is seeking an experienced IT Support professional to deliver firmwide help desk services from Manila with a mix of remote and on-site work. You will triage, troubleshoot, and resolve incidents while ensuring SLAs are met and tickets are accurately documented.

The role requires 3+ years in help desk or technical support, strong English communication, and relevant IT certifications. You will support end-user hardware, coordinate with vendors, and assist global teams across offices and

Qualifications

• Bachelor’s degree in Information Systems, Information Technology, or equivalent professional experience.
• 3+ years of experience providing help desk or technical support.
• CompTIA A+, Network+ or equivalent certification preferred.

Responsibilities

• Deliver firmwide IT support services remotely and onsite in the Manila, Philippines office.
• Intake, triage, troubleshoot, and resolve service requests and incidents.
• Serve as the first level of escalation for technical issues, assessing impact and urgency through advanced troubleshooting.
• Manage the ticketing system by creating, updating, documenting, assigning, escalating, and closing requests and incidents according to SLAs.
• Provide Tier 2 escalation support, including triage, troubleshooting, outage tracking, and communication for office, application, and firmwide issues.
• Coordinate daily scheduling to maintain service desk coverage and timely responses.
• Coordinate vendor escalations, track service-level compliance, and document vendor solutions.
• Support and maintain end-user hardware and peripherals, including laptops, desktops, monitors, docking stations, scanners, printers, headsets, and related equipment.
• Support associates in the Philippines and United States across global offices and remote work environments.
• Assist the infrastructure team with network equipment maintenance and troubleshooting.
• Oversee IT asset management, including deployment, recovery, assignment, location tracking, disposal, inventory updates, and Level 1 technician record accuracy.

Skills

Technical support

English communication

Troubleshooting

Ticket management

End-user support

Time management

Education

Bachelor’s degree in Information Systems or IT

Tools

Windows 11

Microsoft 365

Zoom

Android devices

iOS devices

Ticketing system

Job description

Jobtailor is seeking an experienced IT Support professional to deliver firmwide help desk services from Manila with a mix of remote and on-site work. You will triage, troubleshoot, and resolve incidents while ensuring SLAs are met and tickets are accurately documented.

The role requires 3+ years in help desk or technical support, strong English communication, and relevant IT certifications. You will support end-user hardware, coordinate with vendors, and assist global teams across offices and