Remote IT Support Associate: POS & Network Expert

Compass Experience Labs LLC; Metro Manila; Hybrid; PHP 335,000 - 502,000; Full time

Job summary

Compass Experience Labs LLC in the Philippines is seeking a remote IT Support Specialist to act as the primary contact for U.S.-based employees, delivering technical support for store devices, printers, scanners, and network systems.

You will perform remote diagnostics, document incidents, contribute to the knowledge base, and provide excellent service for inbound calls and backoffice tasks while adhering to security practices and company procedures.

Qualifications

• 1-2 years of Tech Level 2 experience within BPO/IT service desk.
• Strong technical proficiency in hardware and networking.
• Good understanding of security best practices in a regulated business.
• Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc.
• Experience with POS troubleshooting is a plus (ALOHA experience is a plus).
• Exceptional English communication skills (written and spoken).
• A licensed Windows computer with a serial number is required; CrowdStrike and Duo MFA are part of the environment.
• All agents must have a working camera, headset, and reliable wired internet for remote work.

Responsibilities

• Act as the primary contact for U.S.-based employees, providing technical support for store devices (POS, printers, scanners) and all company systems.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Document incidents and resolutions and update the knowledge base where applicable.
• Provide excellent customer service to internal team members (inbound calls and backoffice work) while troubleshooting within scope and procedures.

Skills

Hardware & networking

English communication

Remote IT support

Security best practices

Diagnostic troubleshooting

POS systems knowledge

Tools

Prisma

Fusion

New Era

PuTTY

Switch

IP Calculator

CMC

CrowdStrike

Duo Mobile

Screen Capture Module

Job description

Compass Experience Labs LLC in the Philippines is seeking a remote IT Support Specialist to act as the primary contact for U.S.-based employees, delivering technical support for store devices, printers, scanners, and network systems.

You will perform remote diagnostics, document incidents, contribute to the knowledge base, and provide excellent service for inbound calls and backoffice tasks while adhering to security practices and company procedures.