IT Support (Banking)

Rising Tide Digital, Inc.; Taguig; Hybrid; PHP 360,000 - 600,000; Full time

Job summary

Rising Tide Digital, Inc. is seeking an IT Support professional to provide Tier 1–2 desktop, software, and enterprise application support in a dynamic enterprise environment.

You will diagnose issues, deploy Windows OS and applications, and assist with imaging, patching, and endpoint maintenance. The role requires hands-on experience with Microsoft enterprise technologies such as AD and Exchange, plus familiarity with cloud services (Azure/AWS) and virtualization (VMware).

Qualifications

• Bachelor's degree in IT/CS/CE or related field.
• 2+ years of relevant IT/Sys admin or desktop support experience.
• Hands-on with Windows OS, desktop applications, and enterprise software.

Responsibilities

• Provide Tier 1 and 2 desktop and software support for IT equipment and applications.
• Diagnose and resolve hardware, software, OS, and application issues.
• Install, configure, and maintain Windows OS and company-approved software.
• Provide support for Microsoft Office, email clients, and enterprise apps.
• Troubleshoot performance, errors, crashes, and connectivity problems.
• Assist with imaging, deployment, upgrades, and workstation setup.
• Ensure proper installation and maintenance of hardware and software.
• Provide technical guidance to users and document resolutions as per SLAs.
• Coordinate with IT teams to resolve complex issues.

Skills

Windows OS

Office 365

Troubleshooting

Desktop hardware

Networking basics

Active Directory

Exchange

Azure

AWS

VMware

Education

Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or related field

Tools

SCCM

Microsoft Exchange

Active Directory

Azure

AWS

VMware

Job description

Key Responsibilities

Desktop, Hardware & Software Support

• Provide Tier 1 and Tier 2 technical support for desktop computers, laptops, printers, peripherals, and other IT equipment.

• Diagnose, troubleshoot, and resolve hardware, software, operating system, and application-related issues.

• Install, configure, update, and maintain Windows operating systems, desktop applications, and other company-approved software.

• Provide technical assistance for Microsoft Office applications, email clients, business applications, and other enterprise software.

• Troubleshoot computer performance issues, system errors, application crashes, connectivity problems, and device configuration concerns.

• Assist with desktop imaging, software deployment, system upgrades, and workstation configuration.

• Ensure proper installation, configuration, and maintenance of computer hardware and software.

Windows & Enterprise Application Support

• Provide technical support for Windows desktop environments and enterprise applications.

• Troubleshoot issues involving user accounts, system access, application permissions, and authentication.

• Support local and client-server applications, ensuring availability and proper functionality.

• Assist with Microsoft Active Directory, user account administration, password resets, and access management.

• Support Microsoft Exchange and email-related concerns, including mailbox access, Outlook configuration, and email connectivity.

• Assist with software installation, patch management, application updates, and system maintenance.

• Coordinate with system administrators and infrastructure teams to resolve complex technical issues.

Systems, Network & Security Support

• Troubleshoot basic network connectivity issues involving LAN, Wi-Fi, VPN, DNS, DHCP, and TCP/IP.

• Provide support for network-related concerns affecting desktop computers, applications, and enterprise systems.

• Assist in monitoring system performance, identifying technical issues, and escalating infrastructure-related concerns.

• Follow IT security policies and procedures when handling user access, endpoint protection, software installation, and system configurations.

• Support endpoint security, antivirus updates, security patches, and other desktop security requirements.

• Assist in identifying and resolving potential security or system vulnerabilities in coordination with the IT security team.

Enterprise Platforms & Infrastructure Support

• Provide basic operational support and troubleshooting for enterprise IT platforms and services.

• Assist with Microsoft System Center Configuration Manager (SCCM) for software deployment, endpoint management, patching, and desktop configuration.

• Support Microsoft Azure services and cloud-based enterprise environments.

• Assist with AWS (Amazon Web Services)-related support activities and cloud infrastructure concerns.

• Provide basic support for VMware virtualization platforms, including virtual desktop and virtual machine-related issues.

• Coordinate with infrastructure, network, security, and cloud teams for issues requiring advanced technical intervention.

• Assist in maintaining system documentation, IT asset records, and technical support procedures.

IT Service Management & User Support

• Receive, document, monitor, and resolve IT support requests through ticketing systems, email, or other support channels.

• Ensure that incidents and service requests are handled within agreed service-level agreements (SLAs).

• Properly document troubleshooting steps, resolutions, and technical findings.

• Escalate unresolved or complex issues to the appropriate technical support teams.

• Provide clear technical guidance to employees and end users regarding system usage and troubleshooting procedures.

• Maintain a professional and customer-focused approach when handling technical concerns.

• Participate in IT maintenance activities, system upgrades, and continuous improvement initiatives.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or any related course.

• At least 2 years of relevant experience in IT Support, Desktop Support, Technical Support, or IT Operations within an enterprise environment.

• Hands‑on experience providing support for Windows operating systems, desktop applications, computer hardware, and enterprise software.

• Experience in Tier 1 or higher desktop support, preferably with exposure to desktop architecture and enterprise endpoint environments.

• Working knowledge of systems administration, networking, information security, and enterprise IT infrastructure.

• Experience troubleshooting hardware, software, operating system, application, and network-related issues.

• Familiarity with Microsoft enterprise technologies, particularly SCCM, Microsoft Exchange, and Active Directory.

• Basic to working knowledge of cloud and virtualization platforms such as Microsoft Azure, AWS, and VMware.

• Understanding of client‑server applications, local applications, and enterprise system environments.

• Familiarity with IT service management processes, incident management, and ticketing systems.

• Good troubleshooting, analytical, and problem‑solving skills.

• Strong communication and customer service skills, with the ability to assist both technical and non‑technical users.

• Ability to work independently and coordinate effectively with different IT teams.