Senior IT Specialist

Eastvantage Group; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Eastvantage Group in Taguig City, Philippines is seeking a Senior IT Specialist to join our office-based team. You will manage IT infrastructure, provide end-user support, and ensure service levels are met across the organization.

The role emphasizes hands-on technical expertise, proactive problem-solving, and strong communication to translate technical details for non-technical users.

Qualifications

• Bachelor's degree in IT/CS preferred.
• ITIL Foundation and relevant certifications are a plus.
• Experience with Microsoft 365 administration and networking is required.

Responsibilities

• Act as the first point of contact for users seeking technical assistance via phone, chat and email.
• Diagnose and resolve hardware and software issues.
• Provide guidance and support for IT-related queries and incidents.
• Log and track incidents and service requests from identification through resolution.
• Escalate complex issues to higher-level teams when needed.
• Ensure SLAs are met through timely resolution.
• Document resolve steps and maintain knowledge base.
• Onboard/offboard users via Microsoft Intune.
• Perform routine system maintenance and deployment of updates.
• Administer user/server accounts in O365 and manage network troubleshooting.

Skills

Troubleshooting

Operating systems

ITSM tools

Communication

Problem solving

Customer service

Documentation

Teamwork

Education

Bachelor's degree in IT or Computer Science

CompTIA A+

ITIL Foundation

Microsoft Modern Desktop Administrator Associate

CCNA (Cisco Certified Network Administrator)

Tools

FreshService

ServiceNow

Microsoft 365

Job description

We're Hiring: Senior IT Specialist!

We are seeking an experienced and proactive Senior IT Specialist to join our team in Taguig City, Philippines. The ideal candidate will bring a strong technical background, problem-solving skills, and hands‑on experience in managing IT infrastructure and support within an office environment.

Location:

Taguig City, Philippines

Work Mode:

Work from Office

Role:

Senior IT Specialist

Key Responsibilities:

• Act as the first point of contact for users seeking technical assistance via phone, chat and email.


• Diagnose and resolve technical hardware and software issues.


• Provide guidance and support for various IT‑related queries.


• Log and track incidents and service requests from identification through resolution.


• Escalate unresolved issues to higher‑level support teams when necessary.


• Ensure timely and effective resolution of issues to meet service level agreements (SLAs).


• Communicate effectively with users to understand their issues and provide clear instructions.


• Keep users informed about the status of their requests and any changes or updates.


• Document all support activities, including issue details and resolutions, in the service desk system.


• Maintain and update knowledge base articles to assist with future troubleshooting.


• Knowledgeable on how to Onboard/Offboard a user system via Microsoft Intune.


• Perform routine system maintenance and updates on client systems.


• Assist with the deployment of new software and hardware.


• User/group account management/administration on O365.


• Knowledge of network troubleshooting, investigation, and isolation for LAN/WIFI/WAN.


• Regularly monitor office network and system connectivity and report to Infrastructure team for escalation/assistance.


• Provide basic online IT security advice and support.


• Ensure compliance with company security policies and procedures.

Skills and Qualifications

• Technical Skills:


• Proficiency in troubleshooting hardware and software issues.


• Knowledge of operating systems (e.g., Windows, macOS, Linux).


• Familiarity with IT service management tools (e.g., FreshService, ServiceNow).


• Communication Skills:


• Strong verbal and written communication skills.


• Ability to explain technical issues to non‑technical users clearly and concisely.


• Problem‑Solving Skills:


• Analytical thinking to diagnose and resolve technical problems.


• Ability to prioritize and manage multiple tasks effectively.


• Customer Service Orientation:


• Friendly and patient demeanor to provide excellent customer service.


• Ability to remain calm and professional under pressure.


• Organizational Skills:


• Efficient in documenting support activities and maintaining records.


• Ability to follow processes and procedures accurately.

Qualifications:

• Education:


• A bachelor's degree in a related field (e.g., Information Technology, Computer Science) is preferred.


• Certifications (optional but beneficial):


• CompTIA A+


• ITIL Foundation


• Microsoft Certified: Modern Desktop Administrator Associate


• CCNA (Cisco Certified Network Administrator)


• Experience:


• Previous experience in a technical support or customer service role is advantageous.


• Familiarity with remote support tools and techniques.


• At least 3-7 years’ experience with Microsoft 365 administration.


• At least 3-7 years’ experience with networking (routers, switches, firewalls).


• Solid understanding of TCP/IP, DNS, DHCP, and VLANs.


• Experience with Unified Communications & cloud voice/telephony systems.


• Experience in global or multisite enterprise environments.

Other Requirements

• Ability to work on shifts, including night shifts and weekends.


• Strong attention to detail and a proactive approach to identifying and resolving issues.


• Ability to work independently and as part of a team.