IT Support Engineer

Tarro; Pajo; Hybrid; PHP 334,800 - 558,000; Full time

Job summary

Tarro is looking for an IT Support Engineer in Cebu, Philippines, to provide on-site or remote support for hardware, software, and networking issues. Key responsibilities include monitoring systems, installing and configuring hardware, and managing support tickets. The ideal candidate has extensive experience with Linux, Windows, and macOS, and at least 2 years in operations handling production support. Tarro values diversity and is an Equal Opportunity Employer.

Qualifications

• Extensive experience with Linux, Windows, and macOS.
• At least 2 years of experience in operations and handling production support issues.
• Excellent verbal and written communication skills.

Responsibilities

• Provide on-site or remote technical support for end-users experiencing issues.
• Monitor and maintain computer systems and networks.
• Debug production applications and perform general network troubleshooting.

Skills

Linux

Windows

macOS

Network administration (WAN, LAN, DNS, DHCP)

Basic network tools (ssh, ping, telnet, traceroute)

IT asset management (ITAM)

Mobile Device Management (MDM)

Google Workspace

Jira

Jenkins

Ansible

Grafana

Job description

IT Support Engineer

Tarro is seeking a highly capable IT Support Engineer to provide on‑site or remote technical support for end‑users experiencing hardware, software, and networking issues. Responsibilities include installing and configuring computer hardware and software, troubleshooting production applications, and managing support tickets through our tooling stack.

What you’ll accomplish

• Monitor and maintain computer systems and networks.
• Install and configure computer hardware, software, systems, networks, printers, and scanners.
• Research and identify solutions to software and hardware issues.
• Respond in a timely manner to service issues and requests.
• Provide phone, email, and chat support.
• Debug production applications and perform general network troubleshooting.
• Transition application issues to the engineering team and follow up with support tickets for IT vendors.
• Escalate critical issues and roadblocks to the next tier of support.

Year 1 Deliverables

• Stabilize daily IT support operations.
• Respond to and resolve support tickets within agreed SLAs.
• Address recurring end‑user issues to reduce repeat incidents.
• Ensure seamless support across hardware, software, and network concerns.
• Improve end‑user experience.
• Streamline onboarding/offboarding processes (device setup, account provisioning).
• Standardize and document support procedures for frequently asked issues.
• Provide training or quick guides for common tools (VPN, remote tools).
  
• Asset and inventory management: reconcile and update the IT asset inventory, tag devices, and manage equipment returns.
• Enhance system reliability and performance: monitor and troubleshoot system performance, identify root causes of recurring incidents, support rollouts or upgrades of software, systems, or patches.
• Contribute to IT projects: assist in the deployment of tools (MDM, endpoint protection), participate in office relocations, network upgrades, or new site setups.
• Build knowledge base and internal documentation: develop internal IT documentation and standard procedures.
• Strengthen collaboration with other teams: act as a bridge between users and higher‑tier IT teams or vendors, ensuring smooth communication and handovers.
• Incident management: facilitate incident response and internal updates, create incidents as needed, and assist the Incident Manager with paging and acknowledgment tracking.

Qualifications

• Extensive experience with Linux, Windows, and macOS.
• At least 2 years of experience in operations and handling production support issues.
• Basic network administration (WAN, LAN, DNS, DHCP).
• Proficiency with basic network tools (ssh, ping, telnet, traceroute).
• Knowledge or experience with ITAM, MDM, Google Workspace, and Jira ticketing.
• Experience troubleshooting issues and deploying fixes to production using Jenkins and Ansible.
• Familiarity with dashboards such as Grafana.
• Ability to work night shift and flexible off‑hours/weekends if required.
• Excellent verbal and written communication skills in person, by telephone, and with teams.

Bonus Points

• Ability to document troubleshooting steps, resolutions, and workflows.
• Experience creating technical guides and user documentation.

EEO Statement

Tarro is committed to hiring the best talent to empower small businesses to thrive. We welcome candidates from all backgrounds—including race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability—and we are an Equal Opportunity Employer.