Support Specialist (M365 and Google Workspace)

Penbrothers; Philippines; Remote; PHP 450,000 - 750,000; Full time

Benefits offered by this job

Meaningful work & growth

Employee as our biggest asset

Global reach & local impact

Job summary

Penbrothers International seeks an IT Support Specialist to be the client-facing technical authority across multiple client environments. You will resolve advanced issues in Windows, macOS, M365, Google Workspace, and hybrid cloud/on-prem setups, owning each case from initial request to resolution.

The role requires 5+ years in MSP or multi-client IT support, exceptional troubleshooting, and a customer-first mindset.

Qualifications

• 5+ years of demonstrable experience in an MSP or fast-paced, multi-client IT support environment.
• Exceptional troubleshooting skills across systems, networking, cloud services, and security fundamentals (ability to diagnose problems beyond level 2 support).
• Proven, customer-first mindset with outstanding interpersonal skills and the ability to communicate complex technical concepts clearly and calmly to non‑technical users and C‑level stakeholders.
• High level of comfort diagnosing unfamiliar technologies through logic, research, and experimentation.
• High ownership mentality - taking complete ownership from initial request through resolution.
• Proactive approach to improving processes, documentation, and tooling.

Responsibilities

• Serve as a trusted client-facing technical authority for complex support needs and own the end-to-end client experience.
• Diagnose and resolve difficult issues across Windows, macOS, M365, Google Workspace, and hybrid cloud/on-prem environments.
• Own issues end-to-end with in-depth investigation, root cause resolution, documentation, and client communication.
• Provide advanced support for networking components such as firewalls, switches, VPNs, DNS/DHCP, Wi-Fi, and routing.
• Collaborate in a non-tiered, cross-functional team to share ownership and improve service.
• Participate in client projects including migrations, deployments, security initiatives, and system upgrades.
• Identify recurring issues and suggest automation, tooling, or process changes.
• Maintain accurate documentation and contribute to internal knowledge resources.

Skills

MSP IT support

Client-facing

Advanced troubleshooting

Tools

NinjaOne

HaloPSA

Datto

Acronis

Sophos

Meraki

Jamf

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

The Client is a leading managed service provider (MSP) and IT support company.

About the Role

As an IT Support Specialist, you’ll be a primary, client-facing point of contact, responsible for expertly resolving advanced technical issues, driving long-term and systemic fixes, and continuously improving how support is delivered. This is not a call-center or ticket-churn role - it is a role for an engineer who excels at both technical mastery and client relationship management. You’ll work across multiple client environments, communicate proactively and clearly with stakeholders, and take complete ownership from initial request through resolution and follow-up. Success in this role requires both advanced troubleshooting capability and excellent customer-facing judgment and empathy.

Work hours:

• First 90 days: 9:00 AM – 6:00 PM Eastern Time (Night shift in the Philippines).
• Post-90 days: Flexible/ideal shift adjusted to 1:00 PM – 10:00 PM / 2:00 PM – 11:00 PM ET.

Work set-up:

Remote

What you’ll do

• Serve as a trusted, client-facing technical authority for more complex support needs, managing both the technical solution and the client's experience.
• Expertly diagnose and resolve difficult, non-routine issues across Windows, macOS, Microsoft 365, Google Workspace, and mixed cloud/on-prem environments.
• Own issues end-to-end, including in-depth investigation, root cause resolution, meticulous documentation, and consistent client communication.
• Provide advanced support for networking components such as firewalls, switches, VPNs, DNS/DHCP, Wi‑Fi, and routing.
• Partner with teammates in a non-tiered support structure that values cross-functional collaboration and shared ownership.
• Participate in client projects including migrations, deployments, security initiatives, and system upgrades.
• Identify recurring issues and recommend automation, tooling improvements, or process changes.
• Maintain clear, accurate documentation and contribute to internal knowledge resources.

What You Bring

• 5+ years of demonstrable experience in an MSP or fast-paced, multi-client, multi-site IT support environment.
• Exceptional troubleshooting skills across systems, networking, cloud services, and security fundamentals (ability to diagnose problems beyond level 2 support).
• Proven, customer-first mindset with outstanding interpersonal skills and the ability to communicate complex technical concepts clearly and calmly to non‑technical users and C‑level stakeholders.
• High level of comfort diagnosing unfamiliar technologies through logic, research, and experimentation.
• High ownership mentality - taking complete ownership from initial request through resolution.
• Proactive approach to improving processes, documentation, and tooling.

Nice to Have

• Experience with NinjaOne, HaloPSA, Datto, Acronis, Sophos, Avanan, Arctic Wolf, Meraki, UniFi, SonicWall, Jamf.

Our Hiring Process & AI Disclaimer:

We use AI tools to streamline our application process—including an initial conversation with an AI Interviewer. All hiring decisions are made entirely by humans: our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.

You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation.

Read our full AI Disclaimer to learn more

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast‑growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high‑growth startups and dynamic companies from the comfort of your own home.