IT Support Specialist | Hybrid | Makati | Rotating Shift

Emapta; Makati; Hybrid; PHP 223,000 - 446,000; Full time

Benefits offered by this job

HMO coverage with free dependent

Salary Advance Program

Emapta Academy upskilling

Office gyms access

Employee referral incentives

20 annual leaves

Hybrid work arrangement

Prime Makati location

Job summary

Emapta in Makati is seeking an IT Support Specialist to deliver remote technical assistance to international end users. You will troubleshoot Windows, Microsoft 365, hardware, software, and connectivity issues while maintaining professional communication with global stakeholders.

You’ll collaborate with IT teams and resolve incidents within SLA guidelines, supporting device configurations, VPN access, and ITSM processes while growing your career in a top employer known for upskilling and a

Qualifications

• Bachelor's degree in IT/CS/IS or related field.
• 0.5–1 year hands-on IT support, service desk, desktop support, or end-user tech support.
• Excellent written and verbal English communication with global stakeholders.

Responsibilities

• Diagnose and resolve IT issues remotely for end users.
• Document interactions and resolutions in the ticketing system.
• Provide guidance and support to ensure SLA-compliant response times.
• Collaborate with internal teams and external vendors as needed.

Skills

English communication

Customer service

Technical troubleshooting

Independent work

Collaboration

Remote support

Education

Bachelor's degree in IT/CS/IS

Tools

Active Directory/Entra ID

Microsoft 365

VPN

Endpoint management tools

Job description

Expert IT Solutions Backed by Exceptional Communication

Technical expertise and clear communication are essential to seamless IT operations and international business success. As an IT Support Specialist, you'll support international end users, resolve Windows, Microsoft 365, hardware, software, and network connectivity issues, and provide professional technical assistance that strengthens workplace productivity. Develop valuable enterprise IT capabilities, collaborate with international stakeholders, and pursue a long-term career with Emapta, an award-winning employer offering continuous upskilling, meaningful professional growth, and a top 1% workplace environment for ambitious Filipino IT talent.

Job Overview

• Employment Type: Full-time
• Shift: Rotating Shift, Shifting Days Off
• Work Setup: Hybrid, Makati

Exciting Perks Await!

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
• At least 6 months to 1 year of hands-on experience in IT support, service desk, desktop support, or end-user technology support
• Excellent written and verbal English communication skills, with the ability to communicate clearly, professionally, and confidently with global stakeholders and end users
• Strong customer service and interpersonal skills, with the ability to explain technical concepts, troubleshoot issues, and provide solutions to non-technical users in an easy-to-understand manner
• Strong knowledge of Windows operating systems, Microsoft 365, endpoint devices, and business applications
• Working knowledge of Active Directory/Entra ID, user account administration, access management, and endpoint management tools
• Understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and basic network connectivity troubleshooting
• Strong technical troubleshooting, problem-solving, and root-cause analysis skills, with experience resolving hardware, software, application, and connectivity issues remotely
• Familiarity with IT service management (ITSM) practices, including incident management, service requests, ticketing, escalation procedures, and SLA compliance
• Strong organizational, prioritization, and documentation skills, with the ability to manage multiple support requests accurately and efficiently
• Ability to work independently and collaboratively with IT teams and stakeholders

Your Daily Tasks

Remote Technical Support

• Diagnose and resolve technical issues using approved tools and applications.
• Ensure timely resolution of user inquiries in line with SLAs.
• Document all interactions and resolutions accurately in the ticketing system.
• Collaborate with resolver groups on complex issues and follow up to confirm resolution.
• Provide remote support for laptops and desktops, troubleshooting applications, updating operating systems and drivers, optimizing performance, resolving VPN and network connectivity issues, configuring antivirus security, and setting up peripherals.
• Manage remote device configurations and ensure compliance with standards.
• Build strong user relationships to understand needs and deliver effective solutions.
• Promote a culture of customer focus, excellence, and continuous improvement.

Communication and Documentation

• Provide clear technical guidance to users via email, chat, or phone to support self-service solutions.
• Communicate ticket status proactively based on defined SLAs and operating guidelines.
• Maintain and update technical documentation, processes, and reports through communication alignment via support resources.
• Collaborate with internal and external teams to ensure timely fulfillment of requests.
• Suggest and implement service improvements to enhance user experience.

Other Responsibilities

• Perform additional administrative, operational, and/or project-related tasks as assigned by management.

Join Emapta, recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With over 30 offices across 11 countries and 1,200+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 13,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO

#EmaptaEra