IT Tech Support and Systems Lead

ABOUT US

We pride ourselves on delivering exceptional results through our personalized services and our in-depth knowledge of the markets we serve.

• Full-time, office-based role in vibrant Cebu City
• Day-shift schedule to support your work-life balance
• Opportunity to sharpen your skills in data analysis and Excel mastery
• Join a collaborative, growth-oriented team where your contributions matter

ABOUT THE ROLE

We are looking for a tech-savvy and proactive IT Tech Support and Systems Lead to manage and support core IT systems, resolve technical issues, oversee cybersecurity tools, and collaborate with vendors. This role also involves mentoring junior staff and ensuring smooth service delivery across the organisation.

KEY RESPONSIBILITIES

Function – Tasks & Responsibilities

Platforms and systems

Lead and undertake the following:

• Configure, monitor, and maintain domains and DNS settings through Hostinger.
• Administer the Microsoft 365 environment, including Exchange Online, SharePoint, Teams, Entra ID (Azure AD), and Microsoft Security tools.
• Set up, configure, and manage the 3CX telephony platform in coordination with the external provider (C2 Comms).
• Manage the Remote Monitoring and Management (RMM) platform, ensuring effective patch management, endpoint protection, software updates, alerting, and remote support capabilities.
• Oversee the Webroot console for endpoint protection and DNS security.
• Maintain routers and wireless access points, including monitoring and firmware updates.
• Oversee the end-to-end IT support lifecycle, including incident management, service requests, and user onboarding/offboarding.
• Maintain an accurate and up-to-date IT asset register.
• Act as liaison with external teams (BSA and DBOS IT) for IT issues raised by offshore staff (e.g., PC performance, network connectivity, hardware replacement).
• Manage vendor relationships and service delivery with Microsoft, SuperOps, Webroot, C2 Comms, and other ad-hoc providers.
• Coordinate third-party support for hardware procurement and repairs (e.g., RAM upgrades, laptop servicing).
• Lead or support continuous improvement initiatives aimed at strengthening the organisation’s cybersecurity posture.
• Proactively identify IT risks and implement mitigation strategies using SuperOps, Webroot and Microsoft Security tools.

• Resolve Helpdesk Tickets
• Provide the Client with advanced remote troubleshooting
• Remote Hardware Maintenance and Support

• Use of Ticketing System to resolve Helpdesk Tickets & Service Requests
• Make sure that Client Documentation is well maintained

• Review RMM dashboard and apply remediation actions as indicated by processes
• Review regularly scheduled/automated actions as indicated by processes

• Escalate tickets that require Management support
• Communicate to clients the status of tickets every step of the way, notify them of any changes or outages related to their issue
• Identify, Communicate and Mitigate potential risks to management

• Mentor other service team members
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all security and operational procedures
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required

• Demonstrated ability in a Level 2/3 (mid-to-senior) IT support role with responsibilities across networking, cloud administration, security, endpoint management, and service delivery, with commensurate 3–5+ years of experience.
• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Advanced experience and knowledge of working with the Microsoft 365 Platform, Webroot, 3CX, SuperOps and similar systems
• Experience providing support via remote tools
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.

Benefits

WHY YOU SHOULD JOIN US

BSA Solutions, Inc. emphasizes in:

• Providing you with competitive compensation and benefits that exceed market standards and the Labor Law.
• Ensuring your health and well-being with a comprehensive and generous HMO benefits package for you and one dependent from the start date, a 24/7 employee assistance program, mental health assistance with licensed practitioners, and in-house fitness and wellness programs.
• Encouraging you to take ownership of your choices and be accountable for your personal growth, happiness, and success.
• Challenging your status quo, pushing your boundaries for you to embrace your potential and pursue greatness.
• Building supportive and inclusive communities that inspire and uplift each other, fostering a sense of belonging and connection among its employees and the wider local communities.
• Encouraging you to be authentic, be true to yourself, embrace your uniqueness, and live a fulfilling and purpose-driven life.
• Promoting a growth mindset and a commitment to lifelong learning and encouraging you to seek knowledge, explore new experiences, and embrace challenges as opportunities for personal and professional development.
• Encourages you to appreciate each moment and find balance in your lives, being fully present, cultivating mindfulness, and finding joy in the present.
• Encouraging you to set clear intentions, align your actions with your values, and make conscious choices that contribute to your overall well-being and happiness.

Join us and connect and collaborate with bright minds. Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents and expertise to create successful outcomes for you, the client, and the company. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, colour, religion, origin, or other characteristics.