Senior IT Support Engineer

Jobtailor; Manila; Hybrid; PHP 420,000 - 620,000; Full time

Job summary

Jobtailor is seeking an experienced IT Support professional to deliver firmwide help desk services from Manila with a mix of remote and on-site work. You will triage, troubleshoot, and resolve incidents while ensuring SLAs are met and tickets are accurately documented.

The role requires 3+ years in help desk or technical support, strong English communication, and relevant IT certifications. You will support end-user hardware, coordinate with vendors, and assist global teams across offices and

Qualifications

• Bachelor’s degree in Information Systems, Information Technology, or equivalent professional experience.
• 3+ years of experience providing help desk or technical support.
• CompTIA A+, Network+ or equivalent certification preferred.

Responsibilities

• Deliver firmwide IT support services remotely and onsite in the Manila, Philippines office.
• Intake, triage, troubleshoot, and resolve service requests and incidents.
• Serve as the first level of escalation for technical issues, assessing impact and urgency through advanced troubleshooting.
• Manage the ticketing system by creating, updating, documenting, assigning, escalating, and closing requests and incidents according to SLAs.
• Provide Tier 2 escalation support, including triage, troubleshooting, outage tracking, and communication for office, application, and firmwide issues.
• Coordinate daily scheduling to maintain service desk coverage and timely responses.
• Coordinate vendor escalations, track service-level compliance, and document vendor solutions.
• Support and maintain end-user hardware and peripherals, including laptops, desktops, monitors, docking stations, scanners, printers, headsets, and related equipment.
• Support associates in the Philippines and United States across global offices and remote work environments.
• Assist the infrastructure team with network equipment maintenance and troubleshooting.
• Oversee IT asset management, including deployment, recovery, assignment, location tracking, disposal, inventory updates, and Level 1 technician record accuracy.

Skills

Technical support

English communication

Troubleshooting

Ticket management

End-user support

Time management

Education

Bachelor’s degree in Information Systems or IT

Tools

Windows 11

Microsoft 365

Zoom

Android devices

iOS devices

Ticketing system

Job description

• Deliver firmwide IT support services remotely and onsite in the Manila, Philippines office
• Intake, triage, troubleshoot, and resolve service requests and incidents
• Serve as the first level of escalation for technical issues, assessing impact and urgency through advanced troubleshooting
• Manage the ticketing system by creating, updating, documenting, assigning, escalating, and closing requests and incidents according to SLAs
• Provide Tier 2 escalation support, including triage, troubleshooting, outage tracking, and communication for office, application, and firmwide issues
• Coordinate daily scheduling to maintain service desk coverage and timely responses
• Coordinate vendor escalations, track service-level compliance, and document vendor solutions
• Support and maintain end-user hardware and peripherals, including laptops, desktops, monitors, docking stations, scanners, printers, headsets, and related equipment
• Support associates in the Philippines and United States across global offices and remote work environments
• Support office-specific, firmwide, and remote applications as a first-level software escalation resource and subject matter resource for selected hardware and technology platforms
• Assist the infrastructure team with network equipment maintenance and troubleshooting
• Manage mid-level projects through team meeting coordination, recommendations, and issue-resolution support
• Oversee IT asset management, including deployment, recovery, assignment, location tracking, disposal, inventory updates, and Level 1 technician record accuracy

Requirements

• Bachelor’s degree in Information Systems, Information Technology, or equivalent professional experience
• 3+ years of experience providing help desk or technical support
• CompTIA A+, Network+, or equivalent certification preferred
• Proficient with Windows 11, Microsoft 365 applications, Zoom, and Android/iOS mobile devices
• Excellent verbal and written communication skills in English
• Experience supporting associates in a multinational environment preferred
• Occasional travel within the Philippines and limited international travel may be required
• Ability to lift, carry, and transport moderately heavy equipment, including computers and peripherals
• Ability to ask clear, targeted questions to understand issues, gather relevant details, and drive tasks to completion
• Strong English comprehension and problem-solving skills, including the ability to interpret technical information, document findings, and communicate next steps effectively
• Ability to explain technical concepts clearly to non-technical audiences
• Awareness of end-user time constraints, business priorities, and deadlines while providing timely and professional support
• Experience supporting peripherals such as headsets, cameras, docking stations, and conference room equipment
• Ethical behavior, critical thinking, accountability, and sound judgment
• Professional image, maturity, self-confidence, and positive attitude

Core Competencies

Demonstrates expertise in IT support services, including troubleshooting, ticket management, and end-user hardware support. Proficient in managing service desk operations and providing Tier 2 escalation support in a multinational environment.

Highest-signal resume keywords

• IT Support Services
• Troubleshooting
• Ticket Management
• Windows 11
• CompTIA A+

Hard Skills

• Technical Support
• Service Request Management
• Incident Resolution
• End-User Hardware Support
• Network Equipment Maintenance
• Application Support
• Project Management
• Documentation
• Outage Tracking
• Vendor Management

Soft Skills

• Communication Skills
• Problem-Solving
• Critical Thinking
• Accountability
• Professionalism

Certifications & Qualifications

• CompTIA A+
• CompTIA Network+

Industry Keywords

• Help Desk Support
• Multinational Environment
• Service-Level Agreements
• End-User Support
• IT Asset Management

Tools & Technologies

• Microsoft 365
• Zoom
• Android Devices
• IOS Devices
• Ticketing System