IT Support Specialist

Transpacific International Inc. Representative Office; Eastern Manila District; On-site; PHP 300,000 - 540,000; Full time

Job summary

Transpacific International Inc. Representative Office seeks an IT Support Specialist to provide onsite help in Manila and remote assistance for Guam and Saipan. You will troubleshoot Windows PCs, Microsoft 365 apps, printers, and connectivity, while adhering to security protocols and documenting actions.

The role requires dependable daily onsite attendance, strong customer service, and accurate record-keeping. Prior help desk or desktop support experience is preferred.

Qualifications

• Working knowledge of Windows operating systems and troubleshooting
• Proficiency with Microsoft 365 applications
• Experience with printers and peripheral devices
• Strong customer service and communication skills
• Follows security and access-control procedures

Responsibilities

• Review, prioritize, update, and manage IT support tickets
• Provide onsite support in Manila and remote support to Guam and Saipan
• Collect diagnostic information (error messages, screenshots, device details)
• Document troubleshooting steps and resolutions
• Follow up on tickets requiring user input or information
• Escalate high-risk or out-of-scope issues with handoff notes
• Coordinate daily Manila IT operations under IT management
• Report phishing, malware, or security concerns promptly
• Coordinate approved onsite vendor activity and report status
• Troubleshoot Windows PCs, Microsoft 365 apps, printers, connectivity, and approved programs

Skills

Windows

Microsoft 365

Printers

Connectivity

Customer service

Education

IT degree or related field

Job description

About the role

The IT Support Specialist provides onsite support for the Manila office and remote technical support for employees in Guam and Saipan. The role reviews and troubleshoots IT tickets, supports approved company systems and equipment, escalates unresolved or security-sensitive issues, and coordinates Manila IT operations under the guidance of the IT manager. The position requires dependable daily onsite attendance, disciplined documentation, strong customer service, and strict adherence to security and access controls.

Key responsibilities

• Review, prioritize, update, and manage assigned IT support tickets

• Provide professional onsite support in Manila and remote support to Guam and Saipan

• Gather error messages, screenshots, device details, and other diagnostic information

• Document troubleshooting, communications, actions, and resolutions completely

• Follow up on tickets awaiting user responses or additional information

• Escalate unresolved, high-risk, sensitive-related, or out-of-scope issues with complete handoff notes

• Coordinate daily Manila IT operations under the guidance of the IT manager or designated IT personnel

• Immediately report suspected phishing, malware, unauthorized access, data exposure, or other security concerns

• Coordinate approved onsite vendor activity and report status to the IT Manager

• Troubleshoot Windows computer, Microsoft 365 applications, printers, peripherals, connectivity, and approved company programs

About you

• Working knowledge of, and ability to troubleshoot, Windows computer, Microsoft 365 applications, printers, peripherals, connectivity, and approved company programs

• Strong troubleshooting, documentation, communication, and customer service skills

• Adherence to established procedures and access limitations

• Dependable, trustworthy, and detail-oriented work approach

• Degree, diploma, certification, or equivalent experience in information technology or a related field

• 1-2 years of help desk, desktop support, technical support, or similar experience preferred

• Ability and willingness to work onsite in office daily

• Follows company security and access-control requirements, including the use of company-issued equipment, assigned accounts, approved applications, least privilege access, multifactor authentication, and approved data-handling procedures