IT Support - Global Service Desk

WSA – Wonderful Sound for All; Makati; On-site; PHP 300,000 - 540,000; Full time

Job summary

WSA – Wonderful Sound for All in Manila is seeking an IT Support Specialist to join our Global Service Desk. The role provides remote IT support to users across regions, troubleshooting hardware, software, accounts, and connectivity issues to ensure reliable service.

The ideal candidate has 3–5 years in IT support, hands-on AD and Office 365 experience, strong communication, and a track record of handling incidents in a 24x7 environment. ITIL v4 or similar certs are a strong advantage.

Qualifications

• 3–5 years in IT Support or Service Desk in a global environment.
• Experience supporting users remotely via phone, chat, email, and tickets.
• Proficient in Active Directory user and computer management; security groups and mail groups.
• Experience with Office 365, business apps, and networking connectivity issues.
• Strong troubleshooting, communication, and customer service skills.
• Willing to work a 24x7 shift; ITIL v4, Microsoft, or CompTIA certs are a plus.

Responsibilities

• Provide remote IT support to end-users across regions via phone, chat, email, and tickets.
• Diagnose, troubleshoot, and resolve standard IT incidents and service requests.
• Manage user accounts, computers, security groups, email groups, and network resources in AD.
• Support Office 365 and business apps; help users resolve issues efficiently.
• Collaborate with global IT teams and external providers on escalated issues.
• Manage incoming tickets, prioritize workload, and maintain high-end user support.

Skills

Remote IT Support

Active Directory

Office 365

Troubleshooting

Customer Service

Communication Skills

ITIL v4

Microsoft

Shift Rotation

Tools

Ticketing System

AD Tools

Job description

Job Description:

Driven by the passion to improve quality of people’s lives, WSA continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

Are you an IT Support professional who enjoys solving technical issues and delivering a great support experience in a fast-paced, global environment? Join our Global Service Desk as IT Support Specialist and help provide reliable remote IT support to users across multiple regions.

In this role, you will troubleshoot and resolve a wide range of IT issues remotely, including hardware, software, applications, user accounts, and connectivity issues. You will work closely with global IT teams to ensure timely resolution of tickets while helping maintain high levels of service, productivity, and customer satisfaction.

What you will do

• Provide remote IT support to end-users across different regions through phone, chat, email, and ticketing platforms

• Independently diagnose, troubleshoot, and resolve standard IT incidents and service requests involving hardware, software, applications, and connectivity issues

• Administer and manage user accounts, computers, security groups, email groups, and network resources using Active Directory (AD) and related tools

• Support and troubleshoot Microsoft Office 365 and other business applications to help users resolve technical issues efficiently

• Collaborate with global IT teams and external support providers to resolve complex, high-priority, or escalated technical issues

• Manage incoming tickets effectively, prioritize workloads, and contribute to faster response and resolution times while maintaining a high-quality end-user support experience.

What you bring

• 3-5 years of experience in IT Support, Service Desk, Help Desk, or a related technical support role, preferably within a Global Service Desk or multinational environment

• Hands-on experience supporting users remotely through ticketing systems, phone, chat, and email in a structured IT support environment

• Practical experience with Active Directory (AD), including user account administration, computer management, security groups, and email groups

• Experience supporting and troubleshooting Microsoft Office 365, business applications, hardware, and network or wireless connectivity issues

• Strong troubleshooting, communication, and customer service skills, with the ability to explain technical issues clearly to users with different levels of technical knowledge

• A quick learner and collaborative team player who can work efficiently under pressure and adapt to a 24x7 rotational shift schedule. IT certifications such as ITIL v4, Microsoft, or CompTIA are a strong advantage, as is experience handling major incidents, high-priority cases, or working within a centralized IT governance model.

Who we are

At WSA, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful?We cant wait to hear from you.

WSA is an equal-opportunity employer andcommitted to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.