IT Support Specialist

Satellite Office; Eastern Manila District; On-site; PHP 268,000 - 446,000; Full time

Job summary

Satellite Office in Manila seeks an IT Help Desk Specialist to serve as the first point of contact for internal staff and manage the ticket lifecycle from logging to resolution.

You will provide remote support for software (MS 365/Google Workspace), OS, VPN, and hardware, while handling onboarding/offboarding, security monitoring, monthly audits, and documentation. Strong communication and AD/MDM experience are required.

Qualifications

• 2–3+ years of IT support / help desk experience.
• Experience supporting users in a remote or hybrid environment.
• Experience with onboarding/offboarding lifecycle.

Responsibilities

• Handle the full help desk queue from logging to resolution.
• Provide remote support for software, OS, VPN, Wi‑Fi, and hardware.
• Execute onboarding and offboarding processes for users.
• Monitor security logs and assist with MFA and patch management.
• Conduct monthly audits and maintain IT asset inventory.
• Create and update user-facing guides and internal IT docs.

Skills

Help desk ticketing

Windows & macOS

MS365 / Google Workspace admin

Identity Management / Active Directory

Security tools / MFA

Networking / VPN & Wi-Fi

MDM (Intune/Autopilot)

Remote communication

Tools

Confluence

Job description

This role is the first point of contact for all internal IT support, managing the entire help desk queue from logging to resolution.

Job Responsibilities

• User Support: Providing remote support for software (M365/Google Workspace, OS), connectivity (VPN, Wi-Fi), and hardware issues.
• Lifecycle Management: Executing the full onboarding process (account creation, access, hardware coordination, induction) and offboarding process (disabling accounts, asset retrieval).
• Security Operations: Monitoring security logs and alerts (antivirus, O365, endpoint), managing security awareness training, and assisting with patch management.
• Systems & Auditing: Conducting monthly audits (backup checks, access reviews), maintaining the IT asset inventory, and reporting on system health.
• Documentation: Creating and maintaining user-facing "how-to" guides and internal IT process documentation.

Qualifications (Skills)

Must-Have Skills:

• Strong experience with IT help desk ticketing systems.
• Expertise in supporting Windows and macOS environments.
• Admin-level knowledge of Microsoft 365 and/or Google Workspace.
• Identity Management: Experience with Active Directory (user creation, permissions).
• Security Tools: Familiarity with endpoint protection, email filtering, and MFA.
• Networking: Strong remote troubleshooting skills for VPN, Wi-Fi, and connectivity.
• MDM: Experience with mobile device management/provisioning (e.g., Intune/Autopilot).
• Excellent remote communication and user-support skills.

Nice-to-Have Skills:

• Experience with the specific security platforms in use.
• Experience documenting systems (e.g., in Confluence or similar)

Competencies/Traits

• Highly Organized: Essential for managing the entire support queue, prioritizing tasks, and logging all work.
• Customer-Service Mindset: Professional, patient, and timely in all user interactions.
• Detail-Oriented & Meticulous: Critical for security log analysis, monthly audits, and user lifecycle processes.
• Proactive & Accountable: Takes ownership of tickets from start to finish, including escalations.
• Strong Communicator: Able to write clear, user-friendly documentation and conduct IT inductions.

Prior Experience

• 2-3+ years of experience in an IT Support, Help Desk, or Service Desk role.
• Demonstrable experience supporting users in a fully remote or hybrid environment.
• Proven experience managing the new-hire-to-leaver IT lifecycle (onboarding/offboarding).
• Hands-on experience with security monitoring and alert management.

Performance Measurement

• Ticket Resolution Time: Average time to close support tickets. First Contact Resolution (FCR): Percentage of issues solved on the first interaction.
• Ticket Backlog: Number of open/aging tickets in the queue.
• Audit Completion: On-time completion of all scheduled monthly audits.
• User Satisfaction (CSAT): Feedback from internal staff.
• Documentation: Number of new/updated Knowledge Base articles.