Mac Support Technician — US Hours (Remote)

First Focus IT; Pasig; On-site; PHP 469,000 - 725,000; Full time

Benefits offered by this job

HMO from day 1 + dependent with dental

Paid study days

25 paid leave days annually

Employee referral program

MVP award

Social events

Loyalty bonuses

Remote work setup

Job summary

First Focus IT in Manila is seeking a frontline technical support specialist to help US-based users during US business hours from the Philippines. Role focuses on Mac devices, Microsoft 365, Intune, and networking, with a late shift schedule and a remote-first setup.

You'll troubleshoot macOS, Azure AD, and end-user tech issues, document steps, and escalate complex incidents to senior engineers. The team emphasizes practical problem-solving and clear communication.

Qualifications

• At least 1 year of technical support, service desk, or helpdesk experience.
• Strong Mac support experience and ability to troubleshoot macOS environments.
• Experience supporting end users across hardware, software, and workplace technologies.
• Exposure to Microsoft Intune is highly desirable.
• Exposure to networking fundamentals (DNS, DHCP, Wi-Fi, switching) is highly desirable.
• Experience with Microsoft 365, Azure AD, Active Directory, or Windows environments is advantageous.
• Strong written and verbal communication skills.

Responsibilities

• Provide frontline technical support for Mac devices, desktops, laptops, mobile devices, printers, peripherals, and user accounts.
• Troubleshoot macOS, Microsoft 365, Azure AD, and end-user technology issues.
• Respond to and resolve support requests through the ticketing system.
• Support authentication, access, password, and account-related issues.
• Assist with device provisioning, configuration, and user onboarding activities.
• Document troubleshooting steps, solutions, and technical procedures.
• Escalate complex incidents to senior engineers with clear and accurate information.
• Support US-based employees and systems during US business hours from the Philippines.
• Deliver clear, professional, and friendly communication to users at all times.

Skills

Mac support

End user support

Communication skills

Problem solving

Willingness to learn

Late shift availability

Calm, solutions-focused

Tools

Microsoft Intune

Azure AD

Microsoft 365

Job description

First Focus IT in Manila is seeking a frontline technical support specialist to help US-based users during US business hours from the Philippines. Role focuses on Mac devices, Microsoft 365, Intune, and networking, with a late shift schedule and a remote-first setup.

You'll troubleshoot macOS, Azure AD, and end-user tech issues, document steps, and escalate complex incidents to senior engineers. The team emphasizes practical problem-solving and clear communication.