Senior IT Support Specialist

SUMO Services Corporation; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

SUMO Services Corporation in the Philippines seeks a Senior IT Support Specialist to drive seamless IT operations, handling Level 1–3 support, onboarding/offboarding, asset management, and procurement logistics.

You will escalate to senior staff as needed, administer Microsoft environments including 365 and Azure AD/Entra ID, and work with Zoho Workplace and Sophos security tools. AI-driven productivity helps optimize tasks and self-service.

Qualifications

• 4–6 years of IT support, helpdesk, or system administration experience.
• Hands-on experience with Microsoft 365 and Azure AD/Entra ID.
• Experience with Zoho Workplace and enterprise security tools such as Sophos.
• Strong networking and hardware diagnostics skills.
• Experience with asset lifecycle management and IT procurement.
• Ability to work across multiple channels and coordinate incidents.

Responsibilities

• Provide Level 1–3 technical support to internal users via phone, email, chat, or in person
• Handle day-to-day IT service requests, ticket fulfillment, and troubleshooting for hardware, software, and network connectivity
• Act as the primary point of contact (POC) during the absence of the IT Consultant or IT Manager, managing urgent requests, high-impact incidents, and critical escalations
• Coordinate incident response, drive resolution efforts, and communicate updates to stakeholders during operational bottlenecks or system outages
• Document support activities, solutions, and procedures to continuously improve and maintain the team knowledge base
• Administer, configure, and maintain core enterprise environments, including Microsoft ecosystems, Zoho Workplace, Sophos security tools, and similar operational platforms
• Manage user permissions, system policies, directory services, and security hardening across cloud and on-premise environments
• Leverage AI tools and automation platforms to streamline repetitive IT support tasks, optimize ticket routing, automate onboarding processes, and enhance self-service capabilities
• Execute end-to-end user account management, including onboarding, offboarding, password resets, and access control
• Configure, deploy, and maintain IT devices, including laptops, desktops, mobile devices, and peripherals

Skills

Tier 3 escalation

Microsoft 365

Azure AD/Entra ID

Zoho Workplace

Sophos security

Onboarding/offboarding

Asset management

Procurement logistics

Networking troubleshooting

Hardware diagnostics

Tools

Microsoft 365

Azure AD/Entra ID

Zoho Workplace

Sophos security tools

Job description

About the role

As a Senior IT Support Specialist, you will drive seamless IT operations by combining hands‑on foundational support—including daily user requests, onboarding/offboarding workflows, asset management, and procurement logistics—with advanced system administration, AI‑driven productivity tools, and complex troubleshooting. You will serve as a senior technical escalation point and act as the primary point of contact (POC) in the absence of the IT Consultant or IT Manager, taking immediate ownership of urgent requests and high‑impact incidents.

Key responsibilities

• Provide comprehensive Level 1, Level 2, and Level 3 technical support to internal users via phone, email, chat, or in person
• Handle day‑to‑day IT service requests, ticket fulfillment, and troubleshooting for hardware, software, and network connectivity
• Act as the primary point of contact (POC) during the absence of the IT Consultant or IT Manager, managing urgent requests, high‑impact incidents, and critical escalations
• Coordinate incident response, drive resolution efforts, and communicate updates to stakeholders during operational bottlenecks or system outages
• Document support activities, solutions, and procedures to continuously improve and maintain the team knowledge base
• Administer, configure, and maintain core enterprise environments, including Microsoft ecosystems, Zoho Workplace, Sophos security tools, and similar operational platforms
• Manage user permissions, system policies, directory services, and security hardening across cloud and on‑premise environments
• Leverage AI tools and automation platforms to streamline repetitive IT support tasks, optimize ticket routing, automate onboarding processes, and enhance self‑service capabilities
• Execute end‑to‑end user account management, including onboarding, offboarding, password resets, and access control
• Configure, deploy, and maintain IT devices, including laptops, desktops, mobile devices, and peripherals

About you

• Minimum 4–6 years of experience in IT support, helpdesk operations, or system administration
• Experience combining foundational Level 1/2 support with advanced troubleshooting and technical escalation
• Hands‑on experience managing and administering Microsoft environments, including Microsoft 365 and Azure AD/Entra ID
• Experience with Zoho Workplace
• Experience with enterprise security tools such as Sophos or similar EDR/antivirus platforms
• Experience managing user onboarding/offboarding workflows
• Experience with IT asset inventory and lifecycle management
• Experience handling IT procurement, vendor coordination, and logistics
• Strong knowledge of networking and connectivity troubleshooting
• Strong hardware diagnostics and endpoint management skills