ICT Operations Support Engineer

Astek; Santo Niño 1st; On-site; PHP 300,000 - 600,000; Full time

Job summary

Astek Philippines is seeking an ICT Operations & Service Delivery specialist in Santo Niño, Nueva Ecija. You will raise and manage ICT service requests and incidents, administer Microsoft 365 tools, and ensure compliant, auditable records across assets and access management.

In this role you will liaise with MSPs and vendors, monitor SLA/KPIs, support onboarding, and contribute to governance, security, and compliance initiatives in a full-time on-site capacity.

Qualifications

• Diploma or degree in IT, computer science, information systems, or related field.
• Minimum 2 years in IT operations, IT administration, service management, or infrastructure support.
• Hands-on experience with Microsoft 365 and workplace technologies.
• Experience working with vendors and managed service providers.
• Familiarity with ITSM processes and tools.

Responsibilities

• Raise, track, and manage ICT service requests, incidents, and operational activities.
• Validate submissions, approvals, and fulfilment evidence.
• Monitor backlog, follow up on outstanding requests, and escape delays.
• Maintain accurate records and audit trails for all operational tasks.
• Microsoft 365 Administration & User Support.
• Administer Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, Intune.
• Manage user accounts, shared mailboxes, distribution lists, licences, and security groups.
• Support onboarding/offboarding and access management.
• Coordinate endpoint provisioning, software installation, and workplace technology support.
• Liaise with managed service providers and external vendors.
• Monitor SLA/KPI performance and validate completed work.
• Participate in operational and service review meetings.
• Support ICT governance, audit, risk management, and cybersecurity activities.
• Conduct periodic access reviews and compliance exercises.
• Ensure documentation and processes remain current and audit-ready.
• Maintain ICT asset inventory and software licence records.
• Support asset verification, refresh, replacement, and disposal.
• Assist in incident management, problem management, and reporting.

Skills

Microsoft 365

Vendor management

ITSM

Access management

Email administration

Endpoint provisioning

Education

Diploma/degree in IT or related field

Tools

Exchange Online

Teams

SharePoint Online

OneDrive

Job description

Key Responsibilities

ICT Operations & Service RequestManagement

• Raise, track, and manage ICT servicerequests, incidents, and operational activities
• Validate submissions, approvals, andfulfilment evidence
• Monitor backlog, follow up on outstandingrequests, and escape delays
• Maintain accurate records and audit trailsfor all operational tasks
• Microsoft 365 Administration & UserSupport
• Administer Exchange Online, Teams,SharePoint Online, OneDrive, Entra ID, Intune
• Manage user accounts, shared mailboxes,distribution lists, licences, and security groups
• Support onboarding/offboarding and accessmanagement
• Coordinate endpoint provisioning, softwareinstallation, and workplace technology support

Vendor & Service Delivery Management

• Liaise with managed service providers andexternal vendors
• Monitor SLA/KPI performance and validatecompleted work
• Participate in operational and servicereview meetings

Governance, Security & Compliance

• Support ICT governance, audit, riskmanagement, and cybersecurity activities
• Conduct periodic access reviews andcompliance exercises
• Ensure documentation and processes remaincurrent and audit‑ready

Asset & Operations Support

• Maintain ICT asset inventory and softwarelicence records
• Support asset verification, refresh,replacement, and disposal
• Assist in incident management, problemmanagement, and reporting

Requirements

• Diploma/Degree in IT, Computer Science,Information Systems, or related field Experience
• Minimum 2 years in IT operations, ITadministration, service management, or infrastructure support
• Hands‑on experience with Microsoft 365& workplace technologies
• Experience working with vendors and managedservice providers
• Familiarity with ITSM processes and tools

Preferred

• Experience in structured or regulated ICTenvironments
• Familiarity with government‑aligned ICTprocesses or support portals
• Experience supporting user provisioning, accessmanagement, email administration