IT Support Virtual Assistant

iSupport Worldwide; Pasig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Free lunch

Onsite gym

Weekly fitness activities

Upskilling academy

Modern facilities

Sleeping quarters

Game room

Shower room

Engagement activities

Job summary

iSupport Worldwide in the Philippines (Metro Manila, Pasig) seeks an IT Help Desk Specialist to provide remote technical support for employee software and accounts. You will manage Microsoft 365 administration, onboarding/offboarding tasks, and assist with cloud applications such as Procore, Acumatica, and BambooHR.

The role emphasizes strong English communication, problem-solving, and the ability to guide employees over the phone.

Qualifications

• :Previous IT help-desk or Microsoft 365 admin experience in a business environment
• :
• Strong proficiency with Microsoft 365 including Outlook, Teams, SharePoint, OneDrive
• :
• Hands-on troubleshooting of Windows computers and common software issues
• :
• Experience with onboarding/offboarding, password resets and MFA
• :
• Ability to guide employees over the phone; strong problem-solving
• :
• Familiarity with cloud-based apps and software licensing
• :
• Excellent written and spoken English communication
• :
• Willingness to work beyond scheduled hours during onboarding
• :

Responsibilities

• Provide remote technical support for employee software and accounts
• Respond promptly to IT requests via phone, Teams, and written communications; document issues and resolutions
• Follow up on tickets and identify recurring problems for permanent fixes
• Support Microsoft 365 administration including Outlook, Teams, SharePoint, OneDrive; manage licenses and security settings
• Assist onboarding/offboarding; manage account provisioning and deactivations
• Troubleshoot email, file access, Microsoft apps, and cloud-based software issues; support Procore, Acumatica, BambooHR
• Troubleshoot remote workstation issues, connectivity, printers, peripherals, and video meetings
• Coordinate escalation with IT Manager or vendors; liaise with external support teams
• Create clear, employee-facing written guides and provide user training
• Document troubleshooting steps and maintain IT knowledge-base and records
• Track IT requests, licenses, software subscriptions; coordinate updates and migrations
• Review recurring IT issues and suggest improvements for efficiency

Skills

IT help desk

Microsoft 365 admin

Windows troubleshooting

Onboarding/offboarding

English communication

Remote support

Cybersecurity basics

Vendor coordination

Tools

Procore

Acumatica

BambooHR

Microsoft Intune

Job description

• Help Desk Support: Provide remote technical support for employee software, account access, and general technology issues. Respond promptly to employee IT requests by phone, Microsoft Teams, and written communication; document issues and clearly communicate resolution status and next steps. Follow up on outstanding support tickets and identify recurring problems that need a permanent fix
• Microsoft 365 Administration: Support Microsoft 365 administration, including Outlook, Teams, SharePoint, and OneDrive. Manage shared mailbox setup, distribution groups, SharePoint permissions, user permissions, licenses, security settings, and access to company systems
• Account Management: Support employee onboarding and offboarding checklists, including creating, configuring, and deactivating accounts to ensure timely setup and access changes. Assist employees with password resets, multi-factor authentication setup, account lockouts, and access issues using approved procedures
• Application Support: Troubleshoot email, file access, Microsoft applications, and cloud-based software issues. Provide user support for Procore, Acumatica, BambooHR, and other business applications
• Device and Workstation Support: Troubleshoot remote workstation issues, connectivity, printers, peripherals, video meetings, and common hardware problems. Support laptop and device setup, software installation, updates, and remote configuration in coordination with on-site staff. Assist with routine checks of backup, device health, and security notifications under established procedures
• Escalation and Vendor Coordination: Escalate hardware, networking, cybersecurity, and other complex issues to the Office & IT Manager or approved vendors. Coordinate with external IT vendors or software support teams when escalation is needed
• Employee Guidance and Training: Guide employees through Microsoft Teams, SharePoint, OneDrive, Outlook, and other approved tools via phone calls, screen sharing, and easy-to-follow explanations. Create clear, concise, employee-facing written instructions and quick-reference guides for common technology questions, and assist with employee training
• Documentation and Records: Document troubleshooting steps and standard IT procedures. Maintain IT knowledge-base articles, vendor contacts, software documentation, and organized records of software subscriptions, licenses, user accounts, access, and assigned devices and equipment
• IT Operations and Technology Projects: Track IT requests, equipment assignments, license renewals, software subscriptions, and project progress. Help coordinate software updates, migrations, new software rollouts, and approved system improvements with minimal disruption to employees. Review recurring IT issues, recommend practical improvements to user support and system organization, and assist with access audits and other IT and administrative support as assigned

Key Responsibilities

• Help Desk Support: Provide remote technical support for employee software, account access, and general technology issues. Respond promptly to employee IT requests by phone, Microsoft Teams, and written communication; document issues and clearly communicate resolution status and next steps. Follow up on outstanding support tickets and identify recurring problems that need a permanent fix
• Microsoft 365 Administration: Support Microsoft 365 administration, including Outlook, Teams, SharePoint, and OneDrive. Manage shared mailbox setup, distribution groups, SharePoint permissions, user permissions, licenses, security settings, and access to company systems
• Account Management: Support employee onboarding and offboarding checklists, including creating, configuring, and deactivating accounts to ensure timely setup and access changes. Assist employees with password resets, multi-factor authentication setup, account lockouts, and access issues using approved procedures
• Application Support: Troubleshoot email, file access, Microsoft applications, and cloud-based software issues. Provide user support for Procore, Acumatica, BambooHR, and other business applications
• Device and Workstation Support: Troubleshoot remote workstation issues, connectivity, printers, peripherals, video meetings, and common hardware problems. Support laptop and device setup, software installation, updates, and remote configuration in coordination with on-site staff. Assist with routine checks of backup, device health, and security notifications under established procedures
• Escalation and Vendor Coordination: Escalate hardware, networking, cybersecurity, and other complex issues to the Office & IT Manager or approved vendors. Coordinate with external IT vendors or software support teams when escalation is needed
• Employee Guidance and Training: Guide employees through Microsoft Teams, SharePoint, OneDrive, Outlook, and other approved tools via phone calls, screen sharing, and easy-to-follow explanations. Create clear, concise, employee-facing written instructions and quick-reference guides for common technology questions, and assist with employee training
• Documentation and Records: Document troubleshooting steps and standard IT procedures. Maintain IT knowledge-base articles, vendor contacts, software documentation, and organized records of software subscriptions, licenses, user accounts, access, and assigned devices and equipment
• IT Operations and Technology Projects: Track IT requests, equipment assignments, license renewals, software subscriptions, and project progress. Help coordinate software updates, migrations, new software rollouts, and approved system improvements with minimal disruption to employees. Review recurring IT issues, recommend practical improvements to user support and system organization, and assist with access audits and other IT and administrative support as assigned

Requirements

CANDIDATE PROFILE

• Previous experience providing IT help-desk support, technical assistance, or Microsoft 365 administration in a business environment
• Strong proficiency with Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and Microsoft 365 admin tools
• Hands-on experience troubleshooting Windows computers, common software issues, login problems, and remote connectivity
• Experience with user onboarding/offboarding, account provisioning, password resets, and multi-factor authentication
• Strong troubleshooting, research, follow-through, and problem-solving skills, including the ability to guide employees through solutions over the phone
• Familiarity with user permissions, software licensing, device management, and cloud-based applications
• Understanding of cybersecurity basics, access controls, confidentiality, and secure handling of company information
• Exceptional verbal and written English communication skills; must be articulate, well-spoken, patient, and confident communicating with employees frequently by phone, video call, and email
• Strong organization, independent time management, and proactive communication
• Willing to spend any hours outside of scheduled training and onboarding during the first few weeks on self-guided training, reviewing company resources and systems, and building familiarity with the role, while maintaining a 40-hour workweek

Preferred Qualifications

• Experience with Procore, Acumatica, BambooHR, or Microsoft Intune is highly preferred
• Experience using IT ticketing platforms is an advantage

Benefits

• Free lunch meal, fruits, snacks, and drinks
• Onsite gym with a free professional instructor
• Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
• Weekly engagement activities with prizes that are up to 3,000 PHP
• Free upskilling academy to improve your performance and skillset
• State-of-the-art facilities from toilets to your workstation
• Amenities such as sleeping quarters, game area, chat room, shower room