IT Technician (On Site)

Branders (Philippines) Inc.; Eastern Manila District; On-site; PHP 391,000 - 725,000; Full time

Job summary

Branders (Philippines) Inc. in Manila is seeking an IT Support Specialist to be the first point of contact for BEL USA, LLC employees in Manila, logging, triaging, and resolving issues within SLA while backing up the US team.

The role covers service desk, network support, device management, and on-site security compliance; on-site work, rotating shifts, and strong English communication are required.

Qualifications

• Bachelor's degree in computer science, IT, or a related field, or equivalent experience.
• 3+ years of hands-on IT support.
• Proficiency in Windows, Active Directory / Entra ID, and Microsoft 365.
• Troubleshooting VPNs, third-party software, and hardware.
• Wiring installation and maintenance for a large wired and wireless network.
• General understanding of cloud phone systems (VoIP).
• Strong communication and customer service focus.
• Ability to work independently and as part of a team.

Responsibilities

• Log, triage, and resolve tickets within SLA via Jira Service Desk.
• Support Microsoft 365 apps, install software, and answer hardware/software questions.
• Remote support for laptops/desktops through an RMM tool.
• First-level VPN support for remote employees.
• Own every incident until it’s closed and the user is updated.
• Install and maintain cabling, wall jacks, and patch panels.
• Support wired and wireless network infrastructure and devices.
• Support, quality-check, and tune handhelds, printers, scanners, and copiers.
• Administer antivirus, patch management, and backups; escalate security incidents.
• Set up new hires and recover equipment; manage IT asset inventory.
• Write and maintain technical/process docs; enforce IT policies.
• Provide onsite after-hours, weekend, and holiday support on on-call rotation.

Skills

Windows OS

Active Directory

Entra ID

Microsoft 365

VPN Troubleshooting

Networking

Customer Service

English Communication

Analytical Thinking

Teamwork

Self-starter

Education

Bachelor's in Computer Science / IT or related field

Tools

Jira Service Desk

RMM ConnectWise Automate

Jira Service Management

Job description

Job Summary

You’ll be the first point of contact for technology support for BEL USA, LLC employees in Manila, and you’ll back up our US team. You’ll log, triage, and resolve issues that come in by phone, email, internal escalation, and system alerts, all within our SLAs. You’ll advise the IT Manager on wiring, hardware and software installs, quality control, and performance tuning. You’ll also be a point of escalation for department issues and share your know-how with junior teammates.

Description

CANDIDATE MUST BE AMENABLE TO WORK ON SITE AND TO A ROTATING SHIFT SCHEDULE

Major Tasks, Responsibilities & Key Accountabilities:

Service desk

• Work the Jira Service Desk queue: log, triage, and resolve tickets within SLA

• Support Microsoft 365 apps, install software, and answer hardware and software questions

• Remote support for laptops and desktops through our RMM tool

• First-level VPN support for remote employees

• Own every incident until it’s closed and the user is updated

Network and devices

• Install and maintain cabling, wall jacks, and patch panels

• Support the office wired and wireless network

• Support, quality-check, and tune handhelds, cameras, copiers, printers, and scanners

• Administer antivirus and patch management, and support internal and cloud backups

• Escalate security incidents to our InfoSec team

People and operations

• Set up new hires and recover equipment from departing staff

• Manage IT asset inventory, purchasing, and disposal in our asset system

• Track loaner equipment and make sure it comes back on time and undamaged

• Write and maintain technical and process docs

• Follow and enforce IT policies and the Data Privacy Act of 2012

• Provide onsite after-hours, weekend, and holiday support on an on-call rotation

Requirements:

• Bachelor’s in computer science, IT, or a related field, or equivalent experience

• 3+ years of hands-on IT support

• Windows, Active Directory / Entra ID, and Microsoft 365

• Troubleshooting VPNs, third-party software, and hardware

• Wiring installation and maintenance for a large wired and wireless network

• Administering wired and wireless networks

• General understanding of cloud phone systems (VoIP)

• Supporting handhelds, cameras, copiers, printers, and scanners

• Proven commitment to customer service excellence

• Strong analytical skills and the ability to think outside the box

• Clear spoken and written English, able to communicate at all levels

• A self-starter who works well on your own and as part of a team

• Able to apply deep technical knowledge to difficult, complex assignments

Nice to have:

• ITIL 4 Foundation

• Microsoft (MD-102, MS-900) or CompTIA A+ / Network+

• An RMM tool such as ConnectWise Automate

• Jira Service Management