IT Support Specialist: Remote, On-Call, White-Glove Support

Strategic Networks, Inc.; Iloilo City; On-site; PHP 335,000 - 502,000; Full time

Job summary

Strategic Networks, Inc. is seeking an IT Support Specialist in Iloilo City to prepare and deploy laptops and peripherals for new hires, conduct onboarding, and manage assets. The role includes offboarding processes and reimaging devices, with a focus on delivering reliable end-user support.

You will provide Level 2 escalation, troubleshoot devices, and support remote users across locations, while maintaining CMDB records and participating in on-call rotations to ensure service continuity.

Qualifications

• Prepare and deploy laptops and peripherals for new hires.
• Conduct IT onboarding sessions and ensure users are fully equipped.
• Process offboarding requests, recover assets, and reimage devices.
• Coordinate work-from-home equipment procurement when applicable.
• Provide Level 2 escalation support to resolve advanced technical issues.

Responsibilities

• Troubleshoot, diagnose, and repair desktop, laptop, and mobile device issues.
• Support remote users across multiple locations.
• Manage and monitor Service Desk tickets, ensuring timely updates and resolution.
• Deliver exceptional "white glove" support for Executive and Director-level staff when required.
• Participate in on-call rotation for after-hours or weekend support.
• Document technical procedures and create end-user support guides.
• Contribute to the development of IT knowledge base articles and internal processes.
• Collaborate with senior team members to train and mentor peers on new technologies.
• Maintain accurate records in the Configuration Management Database (CMDB).
• Assist in managing hardware inventory and software licenses.
• Support vendor relationships for hardware procurement and product support.
• Coordinate e-waste disposal and lifecycle management for IT assets.
• Install, configure, and maintain desktops, laptops, and peripherals.
• Support connectivity and remote access issues.
• Manage licenses for software including Microsoft 365, Adobe, and security tools.
• Provide mobile device support (iPhones, iPads, Androids).
• Act as "smart hands" for network and hardware installations in MDF/IDF environments.
• Participate in technology rollout projects and new system implementations.
• Identify process improvements to enhance end-user satisfaction and service efficiency

Job description

Strategic Networks, Inc. is seeking an IT Support Specialist in Iloilo City to prepare and deploy laptops and peripherals for new hires, conduct onboarding, and manage assets. The role includes offboarding processes and reimaging devices, with a focus on delivering reliable end-user support.

You will provide Level 2 escalation, troubleshoot devices, and support remote users across locations, while maintaining CMDB records and participating in on-call rotations to ensure service continuity.