Senior IT Support Specialist

Sourcefit; Quezon City; Remote; PHP 520,000 - 760,000; Full time

Job summary

Sourcefit in the Philippines is seeking a Senior IT Support Specialist to lead a Support Services Team and resolve escalated incidents across 700+ employees. This remote role covers multiple locations and requires strong leadership, ITIL knowledge, and hands-on experience with ticketing systems.

You will oversee device management (PCs, mobile), asset inventory, and policy enforcement while ensuring SLAs and service quality. Strong communication and coordination with management are essential.

Qualifications

• Bachelor’s degree in computer science or related field.
• 5+ years of experience in a Help Desk environment or relevant experience.
• ITIL Processes Knowledge.
• Hands on experience with incidents and requests ticketing system (Fresh Service or ServiceNow).
• Capable of leading innovation initiatives, process improvement and standardization within the IT organization.
• Deep working knowledge of Microsoft Windows 10 and Windows applications in an enterprise environment.

Responsibilities

• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Serve as the escalation point for other support services team members and mentor the team.
• Develop and lead new user IT orientation, onboarding, and training program.
• Ensure SLAs are met, triage and delegate tickets to technicians, maintaining customer satisfaction.
• Maintain and update standard operating procedures and technical documentation.
• Administrate core technology platforms (Office 365, Teams, SharePoint, IP Phones, MDM, SCCM).
• Schedule and manage regular hardware/software upgrades for employees.
• Collaborate with IT and business managers to enhance customer experience.

Skills

ITIL knowledge

Leadership

Analytical skills

Time management

English proficiency

Weekend availability

Education

Bachelor’s degree in computer science or related field

Tools

Fresh Service

ServiceNow

Active Directory

SCCM / MEM

Intune

Jamf

AirWatch

Job description

Position Summary:

The Senior IT Support Specialist will have dual responsibilities, one, providing technical expertise to resolve escalated incidents and issues associated with the IT platform and two, directing a Support Services Team in support of 700+ employees across multiple geographic locations. This role is responsible for leading and overseeing all support service elements to include ticket management, PC imaging/deployments, PC hardware/software inventories, PC maintenance/support, mobile devices maintenance/support, and among others.

Job Details:
Monday to Friday - 8am-5pm PH time/ 9am - 6 PM PH time
Work from Home

Responsibilities:

• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.

• Serve as the escalation person for other support services team members. Work closely with the team to resolve problems and provide mentoring.

• Develop and lead new user IT orientation, onboarding, and training program.

• Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction.

• Strong sense of ownership and accountability to identify tasks and see them through to completion.

• Maintains knowledge base and works with management on creating/updating standard operating procedures.

• Provide guidance and explain policies and procedures to IT support staff and end-users.

• Schedule and proactively manage regular hardware and software upgrades for employees.

• Administration of the company’s basic technology platforms (Microsoft Office 365, Teams, SharePoint, IP Phones, MDM, Remote tools, SCCM, etc.), including configuration and account creation/deletion.

• Work closely with Supervisor of Support Services on special projects.

• Collaborate with the IT and business manager(s) to brainstorm ideas and strategies to enhance excellent customer experience in the organization.

• Design and update IT products or services offering.

• Install, test and configure personal computer devices, peripheral equipment and software.

• Laptops, desktops, iOS & Android devices, Office 365, email accounts, network printers, etc.

• Responsible for maintaining technical documentation on installation of software, configuration of hardware and problem troubleshooting.

• Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.

• Identify and implement improvements to procedures and processes.

• Actively participate in change control meetings and system maintenance activities.

• Performs other duties as assigned.

• Oversee the activities of all support services members to ensure that they deliver excellent customer service and provide customer guidance.

• Mentor, train, and groom junior members in the support services team

Qualifications:

• Bachelor’s degree in computer science or other related field with 5+ years of experience in a Help Desk environment or relevant experience.

• ITIL Processes Knowledge.

• Hands on experience with incidents and requests ticketing system (Fresh Service or ServiceNow)

• Capable of leading innovation initiatives, process improvement and standardization within the IT organization.

• Deep working knowledge supporting and maintaining Microsoft Windows 10 and Windows compatible applications in an enterprise environment

• Knowledge of core technologies including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.

• Hands on experience setting up and troubleshooting mobile devices.

• Experience with Endpoint Client Security software.

• Ability to pay attention to time management, as well as possessing analytical skills.

• Ability to showcase good leadership skills to carry team members along.

• Proficient in the English language (speaking, writing and comprehending).

• Ability to work weekends if needed.

Supplemental Qualifications:

• ITIL 4 Certification.

• COMPTIA A+, or Network+, or Security+, or HDI Certification.

• Hands on experience with System Center Configuration Manager or Microsoft Endpoint Manager.

• Hands on experience with Mobile Device Management Platforms - Jamf, Intune, AirWatch

• Help Desk oversight experience.

• Project management experience.