IT Support Specialist | Hybrid | Ortigas | Night Shift | Weekends Off

Emapta; Mandaluyong; Hybrid; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Competitive salary

Night differential pay

Fixed weekends off

Hybrid work arrangement

Gym access

Emapta Academy training

Salary advance program

Industry discounts

Job summary

Emapta Philippines is seeking an IT Support Specialist to resolve technical challenges and support health, wellness, and fitness tech initiatives across international teams. The role offers a hybrid setup at Ortigas and a night shift with weekends off.

Ideal candidates have 3–5 years in IT support, strong Windows and Microsoft 365 skills, and experience with TeamViewer and ServiceNow. Growth opportunities and global exposure are highlighted benefits.

Qualifications

• 3-5 years of experience in IT support or an IT help desk role.

Responsibilities

• Manage and resolve incidents and requests via ServiceNow.
• Provide frontline support via phone, email, Teams, and remote tools.
• Administer end-user access through Active Directory, including resets and provisioning.
• Document and track requests, incidents, resolutions, and assets in ServiceNow and knowledge bases.
• Identify, research, and resolve technical problems of varying complexity.
• Train end users and prepare documentation on hardware, software, and security.
• Assist with onboarding and offboarding, including device setup and provisioning.
• Support server and cloud systems with initial troubleshooting.
• Troubleshoot network and infrastructure issues.
• Research and recommend IT-related products and services.
• Coordinate IT-related projects end-to-end.
• Service workplace devices and printers (Dell, Zebra, Honeywell, Lexmark, HP).
• Maintain and support workplace printers.
• Perform other duties as assigned.

Skills

Windows OS

Microsoft 365

TeamViewer

ServiceNow

Troubleshooting

Communication

Customer service

Multi-tasking

Proactive mindset

Label printing support

Education

Bachelor's degree in Computer Science

Tools

Active Directory

Job description

Support Health, Wellness, and Fitness Through Technology That Works

Reliable technology helps health and wellness professionals focus on better outcomes. Put your expertise to work as an IT Support Specialist, resolving technical challenges and strengthening everyday operations across international teams. Enjoy a hybrid setup, fixed weekends off, and a long-term global career with Emapta, where top 1% talent gains meaningful exposure, professional development, and opportunities to make lasting contributions.

Snapshot

• Employment Type: Full-time
• Work Setup: Hybrid, SM Megatower, Ortigas
• Shift: Night Shift, Weekends Off

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Fixed weekends off
• Hybrid work arrangement
• Prime office location in Ortigas (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

Qualifications

Education and Experience

• Bachelor's degree in Computer Science or a related field preferred; relevant technology certifications and experience may substitute for a degree
• 3-5 years of experience in IT support or an IT help desk role

Required Skills

• Strong knowledge of Windows operating systems and Microsoft 365
• Hands-on experience with remote desktop tools, such as TeamViewer, and ticketing systems, such as ServiceNow
• Proven troubleshooting and problem-solving skills
• Excellent written and verbal communication skills
• Effective customer service skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Proactive, solution-oriented mindset
• Experience supporting label software on printing devices preferred

Executes on Strategic Direction

• Collaborates effectively with colleagues, vendors, and customers to support business objectives.
• Shows initiative in addressing opportunities, issues, and obstacles.
• Adapts effectively to changing priorities and business needs.

Energizes the Organization

• Demonstrates alignment with company vision, purpose, and values.
• Welcomes new approaches and supports colleagues through change.
• Shares expertise and experience to strengthen team performance.

Drives and Delivers Results

• Sets priorities, follows through on commitments, and maintains high performance standards.
• Collaborates across functions to optimize resources and share best practices.
• Uses sound analytical judgment to interpret data, anticipate issues, elevate concerns, and mitigate risks.
• Contributes ideas and approaches that improve business outcomes.

Builds Organizational Capabilities

• Demonstrates continuous learning and commitment to professional growth.
• Supports talent attraction and represents the organization positively.
• Builds trusted relationships through emotional and self-awareness.
• Understands internal and external factors affecting the role and organization.

Responsibilities

• Manage and resolve incidents and requests received from internal end users through ServiceNow.
• Provide frontline support via phone, email, Microsoft Teams, and remote connectivity tools to help end users resolve technology issues.
• Administer end-user access through Active Directory, including password resets, account provisioning, and permissions management.
• Document and track support requests, incidents, resolutions, and assets in ServiceNow, other systems of record, and knowledge bases.
• Identify, research, and resolve technical problems of varying complexity.
• Train end users and prepare documentation on efficient hardware and software use, IT tools, security best practices, and company systems.
• Assist with IT onboarding and offboarding processes, including device setup and account provisioning.
• Support designated server and cloud systems through initial troubleshooting and assistance.
• Troubleshoot network and other infrastructure-related issues.
• Research and recommend IT-related products and services.
• Coordinate IT-related projects independently and follow through to completion.
• Service workplace devices, tablets, RF scanners, and other end‑user hardware, including Dell, Zebra, Honeywell, Lexmark, and HP products.
• Maintain and support workplace and enterprise printers.
• Perform other duties as assigned.

KPIs

Incident and Request Resolution (SLA Performance) - 60%

• Maintain ServiceNow SLA compliance: 95% for Severity 1 within 1 business day; 95% for Severity 2 within 2 days; 90% for Severity 3 within 5 days; and 90% for Severity 4 within 10 days.
• Maintain a balanced ticket queue, proactively managing aging tickets and escalating blockers before SLA breaches.

Onboarding, Offboarding, Device Provisioning, and Operational Support - 30%

• Complete 95% of new‑hire provisioning by start date and 95% of offboarding requests within 2 business days, subject to agreed lead times.
• Achieve 95% first‑time accuracy when imaging and configuring workplace devices, minimizing setup‑related rework and repeat incidents.
• Resolve hardware and printer issues within applicable SLA targets.

Customer Experience and Communication - 10%

• Maintain an average CSAT of 4.5/5 or equivalent, where measured, with no more than 1-2 justified communication escalations per quarter.
• Acknowledge 95% of new tickets within 4 business hours and provide timely status updates for unresolved requests.
• Communicate technical issues clearly in nontechnical language and handle user concerns professionally.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.