IT Support Specialist

Overview: The IT Support Specialist provides crucial technical support, ensuring the smooth operation of IT systems and infrastructure. This role supports operational efficiency by troubleshooting and resolving technical issues promptly. By maintaining system performance, offering technical guidance, and ensuring all IT-related functions operate seamlessly, the IT Support Specialist enables clients to access reliable and effective workforce solutions.

Responsibilities:

• Help Desk Support: Act as the first point of contact for internal teams and clients experiencing technical issues, responding to and resolving help desk tickets in a timely and efficient manner. Troubleshoot hardware and software issues, providing solutions or escalating as needed.
• System Installation & Configuration: Install, configure, and maintain IT systems, software, and applications, ensuring they are operating efficiently, securely, and in line with business needs. This includes setting up workstations, servers, and network configurations to ensure smooth operation across the organization.
• Performance Monitoring: Continuously monitor system performance, track critical metrics, and identify potential issues before they affect operations. Ensure systems are performing optimally by implementing regular system checks and proactive maintenance routines.
• Technical Guidance & Training: Provide clear technical guidance and hands-on training to users on best practices, IT tools, software, and system functionality. Equip teams with the skills and knowledge to resolve minor issues independently, while fostering a tech-savvy culture.
• System Updates & Security: Ensure all IT systems, software, and applications are up-to-date with the latest updates, patches, and security configurations. Regularly apply necessary updates to prevent vulnerabilities and enhance system security, ensuring compliance with data protection standards.
• Documentation & Reporting: Maintain clear, organized documentation of technical issues, solutions, configurations, and updates. Ensure that all steps and solutions are well-documented for future troubleshooting and knowledge-sharing within the team.
• Incident Management: Manage and resolve technical incidents by diagnosing problems, identifying the root cause, and determining a solution. Ensure that critical issues are addressed promptly to minimize downtime or operational disruption.
• Collaboration with IT Teams: Collaborate with internal IT teams to troubleshoot complex issues and assist in system and network upgrades. Ensure alignment between support and IT infrastructure teams to maintain seamless systems operations across the business.

Requirements:

• 1-3 years of experience in IT support or a similar technical role, preferably in a remote or distributed work environment.
• Strong troubleshooting skills for both hardware and software-related issues. Familiarity with various operating systems (e.g., Windows, macOS, Linux), networking, and hardware configuration is essential.
• Familiarity with system and network security protocols, including patch management and firewall configuration.
• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users clearly and concisely. Ability to create easy-to-follow guides and documentation for end-users.
• Strong analytical skills and an ability to diagnose issues, recommend solutions, and troubleshoot problems effectively under pressure.
• Experience with IT support tools and ticketing systems (e.g., Jira, Zendesk, ServiceNow) to manage support requests, incidents, and resolutions efficiently.
• Ability to work independently and adapt to changing technological landscapes. Must be proactive in identifying areas for improvement and implementing solutions to enhance system performance.
• A client-first mindset with a passion for providing excellent customer service. Ability to respond quickly to clients’ needs and ensure their IT systems are fully operational.

Salary:

• Base Salary: ₱20,000 – ₱30,000/month.

Incentives: Based on issue resolution and customer satisfaction.