IT Support Technician

What is your mission?

We are looking for an IT Support Technician to provide first-level technical support, manage IT incidents and service requests, and ensure a seamless end-user experience. The role is responsible for incident management, remote troubleshooting, identity and access management, Microsoft 365 administration, Azure AD / Entra ID account management, asset tracking, knowledge base maintenance, and monitoring RMM tools while supporting security and operational best practices.

You will provide the best service to our partner brands by performing these tasks:

• Serve as the first point of contact for IT incidents through ticketing systems, email, and phone support.
• Perform remote hardware and software troubleshooting using RMM platforms and remote access tools.
• Guide users through diagnostic procedures to identify root causes and resolve technical issues.
• Escalate unresolved or complex incidents to higher support tiers with complete and accurate documentation.
• Monitor and respond to RMM alerts related to system uptime, disk capacity, endpoint health, and performance warnings.
• Process user requests for system access, equipment provisioning, and software installation.
• Fulfil service requests according to established procedures, workflows, and SLA requirements.
• Coordinate onboarding and offboarding activities, including account creation, access provisioning, and deprovisioning.
• Administer user accounts, security groups, and distribution lists within Azure AD / Entra ID and Microsoft 365.
• Manage password resets and multi-factor authentication (MFA) setup in accordance with security policies.
• Maintain accurate hardware inventory records and update asset lifecycle documentation.
• Track equipment issuance, returns, and configuration records within asset management systems.
• Create and maintain technical documentation, standard operating procedures, and knowledge base articles.
• Contribute user-focused and internal support content to improve knowledge sharing and service delivery.
• Triage potential phishing and spam reports and escalate suspected security incidents appropriately.
• Educate end users on cybersecurity awareness and security best practices during support engagements.
• Identify recurring issues, recommend service improvements, and provide feedback on process and documentation gaps.

Who are we looking for?

• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
• Minimum of 1 year experience in an IT support, help desk, service desk, or technical support environment; internships and customer-facing technical support experience are considered.
• Experience supporting end users within a technology-driven or service-oriented environment.
• Working knowledge of Windows desktop environments and Microsoft 365 administration.
• Familiarity with Active Directory, Azure AD / Entra ID, and basic user account administration.
• Experience using IT service management and ticketing platforms such as ServiceNow, Jira Service Management, or Freshservice.
• Exposure to RMM tools such as NinjaOne, Kaseya, or Datto, as well as remote support applications.
• Basic knowledge of identity and access management, account provisioning, password management, and MFA administration.
• Familiarity with IT security concepts, phishing identification, and endpoint support practices.
• CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), or similar certifications are advantageous.
• Familiarity with ITIL v4 Foundation or other IT service management frameworks is an advantage.
• Basic PowerShell scripting skills for routine automation tasks are beneficial.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Excellent documentation skills with strong attention to detail and accuracy.
• Strong organisational, problem-solving, and interpersonal skills.
• Customer-focused mindset with patience, professionalism, and the ability to perform effectively under pressure.

Why you'll love it here?

• Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
• Access to an onsite gym with a complimentary professional fitness instructor.
• Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
• Weekly employee engagement activities with prizes of up to ₱3,000.
• Free upskilling academy to support career growth and professional development.
• State-of-the-art office facilities and modern workstations.
• Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
• Fun, collaborative, and employee-focused work environment.