The IT Support Specialist (Tier 1 & 2) is a hands-on, process-driven support role responsible for daily help desk operations and routine systems administration. This role exists to offload repeatable operational IT tasks from the Lead Systems Administrator by owning the ticket queue, resolving common issues, managing access requests, and documenting solutions. The ideal candidate will have strong working knowledge of Windows 10 and 11 environments, experience supporting Microsoft 365 and Teams, and clear written and verbal English communication skills.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
Position Type: Full-time
Location: Philippines (Remote)
Schedule: Must overlap 3–4 hours with U.S. Pacific Time.
About the Company
Our client is a U.S.-based Division 8 supplier specializing in doors, frames, and architectural hardware, supporting general contractors, national accounts, and warehouse/production operations. Their business depends on a stable, secure Microsoft-based IT environment (Microsoft 365, Teams, Windows endpoints, VPN/remote access, and core business systems) to ensure projects move efficiently from bid through closeout. The organization values operational reliability, structured processes, and responsive internal support to keep field, warehouse, and office teams productive.
About the Role
The IT Support Specialist (Tier 1 & 2) is a hands-on, process-driven support role responsible for daily help desk operations and routine systems administration.
This role exists to offload repeatable operational IT tasks from the Lead Systems Administrator by owning the ticket queue, resolving common issues, managing access requests, and documenting solutions. Complex system changes, architecture decisions, and high-risk security matters are escalated appropriately.
Responsibilities
Help Desk & End-User Support
- Monitor and triage support tickets daily; resolve or escalate based on urgency and impact
- Troubleshoot Windows 10 & 11 workstation issues (performance, peripherals, printers, installs)
- Support Microsoft Teams issues (audio/video, devices, client troubleshooting)
- Communicate clearly with users and confirm resolution before ticket closure
Account & Access Administration
- Execute onboarding and offboarding checklists per SOPs
- Handle password resets, MFA changes, and sign-in troubleshooting
- Maintain role-based access via approved workflows; escalate non-standard requests
Device & Remote Access Support
- Troubleshoot VPN and remote access connectivity
- Support Remote Desktop / RemoteApp issues
- Assist with workstation setup using standardized checklists
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Printing & Office Devices
- Troubleshoot printer, PDF printer, and peripheral issues
- Escalate hardware failures when required
Business Application Triage
- Provide first-line support and gather detailed documentation for escalation
- Coordinate with vendors or MSPs and track tickets to resolution
Documentation & Asset Tracking
- Update knowledge base articles
- Maintain hardware and license inventory records
- Identify recurring issues and suggest small process improvements
Basic Security Hygiene
- Enforce MFA and least-privilege access policies
- Escalate suspicious or security-related activity immediately
Competencies and Qualifications
Must-Have
- 3+ years of IT help desk or desktop support experience
- Strong working knowledge of Windows 10 and 11 environments
- Experience supporting Microsoft 365 and Teams
- Experience handling account provisioning and access requests
- Clear written and verbal English communication skills
- Ability to follow SOPs and document work thoroughly
- Strong verbal and written English communication skills
- Reliable internet and availability during required PT overlap hours
- Experience with Entra ID / Active Directory
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Nice-to-Have
- Familiarity with ticketing systems
- Experience supporting warehouse/distribution operations
- Exposure to basic security tools (MFA, hardware keys)
- Experience coordinating with vendors or MSPs
- Light Programming or experience with AI enabled code editors.
- Interfaces with AI language models.
Key Qualities
- Organized: Works in a structured way, follows processes, and keeps tickets and documentation accurate and up to date.
- Collaborative: Works well with the IT lead, vendors, and other teams; communicates early when issues arise.
- Sociable: Approachable and comfortable supporting users across departments while staying professional and clear.
What We Offer
- 100% Remote Work – Work from anywhere in the Philippines.
- Career Growth Opportunities – Gain hands-on experience, and continuous learning.
- Collaborative & Innovative Team – Work alongside skilled professionals who value excellence.
Application Process
We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.
The interview process includes a Recruiter Interview, Client Interview, and Assessment. As part of the process, candidates complete a hands-on task during the technical interview. Throughout each stage, we keep you informed and provide feedback as quickly as possible, ensuring you feel valued and supported throughout your journey with us.
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