IT Services Specialist
On-siteManila, Metro Manila, Philippines
Job Summary
Own complex escalations from the Global Helpdesk and junior specialists, driving timely resolution of hardware, software, connectivity, and end-user technology issues across APAC. Deliver hands-on and remote support for executives and VIP users, installing, maintaining, and repairing client computing hardware and software while managing the end-to-end device lifecycle. Administer routine activities across ServiceNow, Active Directory, Azure AD, Microsoft 365, Intune, and Autopilot, ensuring accurate asset inventory and SLA performance. Guide junior Desktop Specialists on troubleshooting and incident handling, while participating in after-hours or on-call rotations. Travel across APAC for in-field support, training, and regional IT functions.
Required Qualifications
- 3 to 4 years of experience troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity, and operating systems
- Strong proficiency with Windows operating systems, including Windows 10 and above
- Working knowledge of Azure AD, Active Directory, Intune, Autopilot, Microsoft 365, TCP/IP connectivity, VPN clients, and connectors
- Strong customer service and interpersonal skills, with the ability to build trusted relationships across organizational levels
- Excellent written and verbal English communication skills, including confidence supporting senior IT, business leaders, and executive users
- Experience onboarding, training, and providing guidance to junior team members
- Ability to work independently with limited guidance while collaborating effectively with peers and technical teams globally
- Demonstrated aptitude for continuous learning, innovative thinking, and adoption of emerging technologies, including AI and automation
- Experience supporting audio and visual collaboration technologies, including Zoom
Desired Qualifications
- Certifications A+ or Microsoft certification
- ITIL Foundation certification
- Desirable Experience supporting macOS 10.x and above, Linux, iOS, Android, tablets, smartphones, and soft phones
- Experience with Jamf, business telephony, including cloud and VoIP environments
- Knowledge of IT security and access management principles
- Experience with Microsoft 365 and Teams, ServiceNow
- Personal Attributes Customer-first mindset with strong ownership of service delivery
- Calm, composed, and reliable in high-pressure situations
- Team-oriented approach with mentoring capability
- Adaptability to emerging tools and technologies, including AI
- Detail-driven, process-focused approach with a commitment to operational excellence
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