Technical Writer (DaaS)

You will be instrumental in capturing the specialized knowledge of a Level 3 Field Desktop Technician team, transforming complex technical workflows into structured, accessible documentation that ensures long-term operational success.

The Technical Writer will play a key role in ensuring accurate and organized documentation is created to support operational continuity and knowledge transfer. Once documentation is finalized, a separate technical operations team will manage ongoing SOP updates and maintenance.

• Create, organize, and maintain technical and operational documentation for the DaaS program.
• Work closely with Level 3 Field Desktop Technicians, operations teams, and stakeholders to gather technical information and process details.
• Document workflows, operational procedures, troubleshooting guides, knowledge base articles, and transition materials.
• Ensure documentation is clear, structured, accurate, and easy for technical teams to follow.
• Participate in knowledge transfer sessions and operational meetings to capture processes and updates.
• Standardize documentation formats and ensure consistency across all deliverables.
• Collaborate with internal managed services teams to support operational readiness and service transition activities.
• Ensure all documentation is completed within project timelines and aligned with client expectations.

• Mandatory Requirement: Extensive experience working within an ITIL or ITSM framework is a must.
• Proven experience as a Technical Writer supporting IT infrastructure, desktop support, managed services, or technical operations environments.
• Experience supporting Desktop as a Service (DaaS), End-User Computing (EUC), or desktop support environments.
• Strong experience documenting technical procedures, workflows, SOPs, and operational processes.
• Excellent written and verbal English communication skills.
• Ability to translate technical concepts into clear and organized documentation.
• Strong attention to detail and organizational skills.
• Comfortable working with global teams and stakeholders in an EST schedule.
• Ability to manage multiple documentation tasks and meet deadlines in a fast-paced environment.
• Experience working with Level 2 or Level 3 desktop support teams
• Exposure to managed services or IT outsourcing engagements.
• Familiarity with IT service management processes and operational documentation standards.

• Location: Philippines
• Employment Type: Contract (Independent Contractor)
• Contract Duration: 6 Months (Renewable)
• Work Schedule: Eastern Standard Time (EST)