IT Support Engineer

NCR Voyix; Cebu City; On-site; PHP 420,000 - 660,000; Full time

Job summary

NCR Voyix in Cebu, Philippines is seeking an Onsite IT Support Engineer to deliver hands-on support for desktops, laptops, mobile devices, printers, and peripherals during the night shift aligned to US business hours.

You will diagnose hardware and software issues, manage incidents with ServiceNow, support Microsoft 365 apps, AD/Intune, and collaborate with global infrastructure teams while maintaining high service quality and customer satisfaction.

Qualifications

• Bachelor's degree in IT/CS or related field.
• 3-5 years IT support experience.
• Experience with Windows 10/11 environments.
• Strong English communication skills.

Responsibilities

• Provide onsite and remote end-user support for desktops, laptops, mobile devices, printers, and peripherals.
• Diagnose and resolve hardware and software issues within defined SLAs.
• Support Windows 10/11, Microsoft 365, Teams, Outlook; perform onboarding and workstation setups.
• Handle incident and request management using ServiceNow; document tickets and updates.

Skills

Windows support

Microsoft 365

ITSM

English comms

End user support

Onsite support

Education

Bachelors in IT/CS

Tools

ServiceNow

Active Directory

Intune

Azure AD

Job description

Location: Cebu, Philippines

Department: Global IT Services / End User Support

Shift: Night Shift (aligned to US business hours)

Employment Type: Full-Time

Position Summary

We are seeking a customer-focused and technically skilled Onsite IT Support Engineer to provide hands‑on IT support to employees and business operations in Cebu. The role requires working primarily during night shift hours to support global operations and ensure seamless delivery of IT services.

The engineer will be responsible for resolving hardware, software, network, collaboration, mobility, and workplace technology issues while maintaining high service quality and customer satisfaction. This position requires a strong commitment to customer service, problem-solving, and operational excellence.

Key Responsibilities

End User Support

• Provide onsite and remote support for desktops, laptops, mobile devices, printers, and peripherals.
• Diagnose and resolve hardware and software issues within defined SLAs.
• Support Windows operating systems, Microsoft 365 applications, Teams, Outlook, and common business applications.
• Perform new hire onboarding, equipment deployment, and workstation setup.
• Support employee moves, adds, and changes.

Incident and Request Management

• Respond to incidents and service requests through ServiceNow or designated ITSM tools.
• Troubleshoot and resolve Tier 1 and Tier 2 support issues.
• Escalate complex issues to appropriate resolver groups while maintaining ownership until closure.
• Maintain accurate ticket documentation and updates.

Asset and Inventory Management

• Manage IT inventory, stock levels, and asset lifecycle activities.
• Track hardware assignments, returns, and disposals.
• Conduct periodic asset audits and inventory validation.

Infrastructure and Site Support

• Provide first-level support for conference rooms, audiovisual systems, meeting technologies, and collaboration tools.
• Assist with local network troubleshooting (wired, wireless, VPN connectivity).
• Coordinate with global infrastructure, network, and security teams.

Security and Compliance

• Support security initiatives including MFA, hardware security keys, endpoint security, and device compliance.
• Follow corporate security policies and procedures.
• Ensure adherence to IT standards and audit requirements.
• Contribute to process improvement initiatives and knowledge base documentation.
• Identify automation opportunities and recurring issues.
• Participate in major technology rollouts and site projects.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related discipline.
• 3-5 years of experience in IT support, desktop support, or end-user services.
• Experience supporting Windows 10/11 environments.
• Strong knowledge of Microsoft 365, Teams, Outlook, and Active Directory.
• Experience using ITSM platforms such as ServiceNow.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills in English.

Preferred Qualifications

• Experience supporting enterprise environments with 500+ users.
• Knowledge of Azure AD / Entra ID, Intune, and mobile device management.
• Experience with hardware security key deployments and endpoint management.
• Familiarity with automation and scripting tools.
• Customer-centric mindset
• Strong technical troubleshooting
• Ownership and accountability
• Ability to work independently
• Time management and prioritization
• Team collaboration
• Adaptability in a fast-paced environment

Working Conditions

• Primary work schedule is night shift, supporting US business hours.
• May require occasional weekend support, maintenance activities, and participation in major incident response.
• Ability to lift and move IT equipment as needed.
• Onsite presence required to support office operations and employee technology needs.

Success Measures

• Customer satisfaction scores
• Asset management accuracy
• Knowledge article contributions
• Support quality and operational excellence

Reports To: Manager, IT Service Delivery / End User Support

Location Requirement: Onsite, Cebu, Philippines

Shift Requirement: Mandatory night shift supporting global operations.