IT Support Engineer 9 days ago

Pryce Gases, Inc. (NCR); Cebu City; On-site; PHP 420,000 - 700,000; Full time

Job summary

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 resolve hardware, software, network, collaboration, mobility, and workplace technology issues while maintaining high service quality and customer satisfaction.

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.

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 apps, Teams, Outlook, and business apps.
• 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 ITSM tools.
• Troubleshoot and resolve Tier 1 and Tier 2 issues; escalate when needed.
• Maintain ticket documentation and updates.
• Asset and Inventory Management: manage IT inventory, stock levels, asset lifecycle, audits.
• Infrastructure and Site Support: first-level support for conference rooms, AV systems, and collaboration tools; assist with local network issues.
• Security and Compliance: MFA, hardware security keys, endpoint security, device compliance; follow security policies.
• Continuous Improvement: contribute to knowledge base; identify automation opportunities; participate in major rollouts.

Skills

Customer focus

Problem solving

English communication

Time management

Team collaboration

Education

Bachelor's in IT/CS

Tools

ServiceNow

Microsoft 365

Active Directory

Teams

VPN

Job description

Onsite IT Support Engineer (Night Shift)

• 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.

Continuous Improvement

• 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

• ITIL Foundation certification.
• 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.

Key Competencies

• 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

• Incident SLA compliance
• Customer satisfaction scores
• First-contact resolution rate
• 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.