IT Officer - Manila

Job Summary

It requires strong technical and communication skills, and the ability to bridge technical requirements with the needs of non-technical users in a multicultural, international school setting. The IT Officer is also expected to proactively identify and implement technology improvements, including automation and AI solutions, to enhance productivity and service delivery, and to regularly brief management on IT performance, risks, and initiatives.

1. Infrastructure Operations & Reliability

• Oversee installation, configuration, and maintenance of network infrastructure (switches, routers, access points, servers).
• Monitor system performance and maintain accurate IT asset records.
• Collaborate with the contractor on system upgrades and technology improvements.

1. Service Desk Leadership & User Support

• Lead and mentor IT Support Staff, ensuring high service standards and issue resolution.
• Personally handle escalated (Level 2) support issues and participate in direct tech support as needed.
• Ensure prompt, clear, and friendly support for all users, including non-tech-savvy staff.
• Document recurring issues and recommend long-term solutions.
• Provide regular, comprehensive reports to management on IT operations, incidents, service delivery metrics, and ongoing initiatives.

1. Security & Compliance Oversight

• Support the implementation of security protocols (firewalls, antivirus, backup systems).
• Monitor for threats and vulnerabilities, report incidents, and assist in disaster recovery.
• Ensure user access controls and data privacy compliance.

1. User Engagement & Digital Literacy

• Communicate technical concepts in clear, simple English to staff from diverse backgrounds.
• Conduct basic orientation and training on new systems and digital tools.
• Foster a culture of responsible and effective technology use, contributing to a positive and inclusive workplace.

1. Vendor Management & Outsourced Services

• Liaise with third-party vendors and service providers (hardware, software, support).
• Manage outsourced IT services, monitor SLAs, and track deliverables.
• Coordinate procurement and contract renewals; escalate concerns as needed.

1. Technology Projects & Innovation

• Support and coordinate IT projects (network upgrades, system rollouts, etc.).
• Assist in evaluating and piloting automation or AI tools for administrative and academic efficiency.
• Proactively identify opportunities for technology-driven improvements to boost productivity and service delivery.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Certifications (Preferred): CompTIA Network+, Cisco CCNA, or equivalent.
• With at least 5 years in IT operations, infrastructure support, or systems administration.
• With some experience supervising or mentoring IT staff or support teams is preferred.
• Exposure to environments using Google Workspace and/or Microsoft 365/Azure is an advantage; willingness to learn and adapt to both platforms is essential.
• Familiarity with supporting a variety of devices (ChromeOS, Windows 11, macOS, iPadOS) in a WiFi-only environment is beneficial.
• Experience working with or coordinating outsourced IT service providers (such as for Google Workspace, firewall, or WiFi management) is helpful, but a collaborative attitude and willingness to work with vendors and learn from them are most important.
• Experience in multicultural or diverse organizational settings is valued.
• Must be willing to work in BGC, Taguig
• Can start as soon as possible

• Technical proficiency in network concepts, WiFi troubleshooting, and device support (with support and training available for more advanced topics).
• Knowledge of cybersecurity tools and practices.
• Willingness and ability to learn new technologies, especially automation tools and AI.
• Excellent communication skills in English, with the ability to explain technical topics clearly to non-technical users.
• Strong organizational and documentation skills.
• Service-oriented, approachable, and able to work well with colleagues from different backgrounds.
• Open-minded, adaptable, and proactive in seeking improvements and learning opportunities.