Senior IT Support Specialist - Complex Tech & Enterprise IT

HRTX; Philippines; On-site; PHP 400,000 - 700,000; Full time

Job summary

HRTX is seeking an IT Senior Support Specialist to handle escalated tickets and resolve complex issues across hardware, software, and network systems. The role requires strong troubleshooting, enterprise IT experience, and the ability to work independently while coordinating with remote teams.

The ideal candidate will have proficiency in Windows OS, Microsoft 365, Active Directory, ITSM tools (preferably ServiceNow), and excellent English communication.

Qualifications

• Bachelor’s degree in IT or related field or equivalent work experience
• 5–7 years IT support experience, incl. 1 year Level 3/complex issues
• Strong knowledge of Windows OS, Microsoft 365, and basic networking
• Experience with Active Directory, user provisioning, endpoint management
• Familiarity with ITSM platforms (preferably ServiceNow) and ticketing workflows
• Excellent troubleshooting and communication skills in English

Responsibilities

• Respond to and resolve escalated tickets from Level 1/2
• Perform in-depth troubleshooting and root cause analysis
• Support Active Directory accounts, permissions, and group policies
• Assist with software deployments, imaging, and patch management
• Collaborate with onshore teams to resolve cross-functional issues
• Document solutions for knowledge base
• Ensure compliance with IT policies and security standards
• Provide remote support via RDP, Teams, and other tools
• Participate in system maintenance and telephony/office equipment tasks

Skills

Technical troubleshooting

Microsoft 365

Windows OS

Active Directory

ITSM platforms

English communication

Remote work

Education

Bachelor's in Information Technology

Equivalent work experience

Tools

ServiceNow

PowerShell

RDP/Remote tools

Job description

HRTX is seeking an IT Senior Support Specialist to handle escalated tickets and resolve complex issues across hardware, software, and network systems. The role requires strong troubleshooting, enterprise IT experience, and the ability to work independently while coordinating with remote teams.

The ideal candidate will have proficiency in Windows OS, Microsoft 365, Active Directory, ITSM tools (preferably ServiceNow), and excellent English communication.