IT Support Specialist (US Hours)

Spreetail; Manila; Remote; PHP 300,000 - 480,000; Full time

Job summary

Spreetail is seeking an IT Support Specialist to join our global team and provide proactive help desk support to employees working US hours. This remote role requires a reliable home setup and strong communication skills.

You will triage tickets, troubleshoot devices, and collaborate with the Software & Technology teams to resolve issues efficiently while maintaining documentation and user-centric service. 1-3 years of experience is preferred.

Qualifications

• This role requires 1-3 years of hands-on Help Desk or technical support experience.
• Basic understanding of user and group administration principles and productivity software environments (Microsoft 365, Google Workspace).
• Proficiency in device troubleshooting across laptops, desktops, peripherals, and mobile devices.
• Fundamental awareness of networking and security impact.
• Ability to triage and troubleshoot issues using a structured, methodical approach.
• Professional, empathetic communication when supporting employees.

Responsibilities

• Apply a detail-oriented approach to ticket intake, troubleshooting, and documentation.
• Demonstrate an approachable and empathetic demeanor when engaging with end users, creating a supportive environment that reduces frustration and builds trust.
• Practice active listening to fully understand user concerns, while keeping the broader technical and business context in mind to guide effective problem-solving.
• Maintain a positive, solution-focused mindset during daily interactions and challenging support scenarios, contributing to a professional and productive service experience.
• Collaborate effectively as both a team player and an independent contributor, adapting to shifting priorities and stepping in to support teammates when needed.

Skills

Help Desk experience

Technical support

User administration basics

Microsoft 365

Google Workspace

Device troubleshooting

Networking basics

Security awareness

Communication skills

Tools

Windows

macOS

Job description

Spreetailpropels brands to increase their ecommerce market share across the globe while improving their operational costs. Learn how we are building one of the fastest-growing ecommerce companies in history: www.spreetail.com.

We are looking for an IT Support Specialist who can work US hours. Our Software & Technology teams build scalable, reliable, and cutting-edge software to propelSpreetailto being a top e-commerce company. We are seeking motivated individuals who are passionate about learning new technologies and building software to build a monster e-commerce company. If you are looking for an environment that provides creative freedom, work-life balance, and meaningful relationships, keep scrolling down.

How you will achieve success:

• Apply a detail-oriented approach to ticket intake, troubleshooting, and documentation, ensuring accuracy, consistency, and clear communication that supports efficient issue resolution.
• Demonstrate an approachable and empathetic demeanor when engaging with end users, creating a supportive environment that reduces frustration and builds trust.
• Practice active listening to fully understand user concerns, while keeping the broader technical and business context in mind to guide effective problem-solving.
• Maintain a positive, solution-focused mindset during daily interactions and challenging support scenarios, contributing to a professional and productive service experience.
• Collaborate effectively as both a team player and an independent contributor, adapting to shifting priorities and stepping in to support teammates when needed.

What experiences will help you in this role:

• 1-3 years of hands-on experience in Help Desk or technical support operations. Able to support US hours.
• Basic understanding of user and group administration principles, and productivity software environments (Microsoft 365, Google Workspace, etc.)
• Proficiency in device troubleshooting across laptops, desktops, peripherals, and mobile devices. Fundamental awareness of networking and security impact.
• Ability to triage and troubleshoot issues using a structured, methodical approach.
• Demonstrate professional, empathetic communication when supporting employees and team members alike.

This is a remote position and requires candidates to have an available work-from-home setup

Desktop/Laptop system requirements:

- 4th generation or higher, at least Intel i3 or equivalent processor;

- at least 4GB RAM;

- Windows 10 and above or MAC OSX operating system

- You are required to provide your own dual monitors

A strong and stable internet connection (A DSL, cable or fiber wired internet service with 10 Mbps plan or higher for primary connection)

PC Headset

A high-definition (HD) external or integrated webcam with at least 720p resolution.