Remote IT Support Associate for FinTech SaaS

Satellite Office

Pasig

On-site

PHP 360,000 - 540,000

Full time

14 days+

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Job summary

Satellite Office is seeking an IT Support Associate to provide remote IT support for US-based users. You will triage incidents, troubleshoot hardware and software issues, manage Entra ID onboarding/offboarding, and collaborate with infrastructure and engineering teams to ensure a seamless user experience.

This role requires heavy customer support focus, with 3+ years in IT and shift coverage during US business hours.

Qualifications

Proven desktop & laptop troubleshooting experience in a remote environment.
Exceptional customer support skills with the ability to explain technical concepts clearly to non-technical users.
Excellent written communication and documentation skills.
Work shift during US business hours.
Thorough understanding of Windows and Mac OS & software.
Microsoft/Office 365, Azure AD/Entra ID, & Intune administration.
Experience supporting users with enterprise applications such as the Microsoft Office Suite, video conferencing and communications applications.
Experience with IT incident management tools and systems.
Ability to manage time effectively, prioritize tasks, and meet deadlines.
A proactive approach to problem-solving with strong decision‑making skills.
Experience with centrally managed software updates and security patching.
Strict adherence to data privacy and security standards.
3+ years of experience as a full-time IT professional.
2+ years of experience providing desktop support to an enterprise organization.

Responsibilities

Manage all IT incidents and service requests to completion.
Triage incidents, determine priority, and uphold SLA’s.
Utilize remote support tools to diagnose, troubleshoot and resolve end-user issues related to software, hardware, network, and peripherals.
User and group administration in Entra ID, including onboarding and offboarding.
Maintain accurate, timely, and comprehensive records of all incidents, requests, and actions taken in the IT ticketing system.
Collaborate with infrastructure and engineering teams to ensure smooth resolution of issues and a seamless user experience.
Assist with network-related issues, including connectivity, and Wi-Fi setups.
Uphold and enforce IT security policies and recommend enhancements as needed.
Design new and recommend improvements to existing user support processes.