IT Support Specialist

Key Responsibilities:

• Own the day-to-day administration of all core business platforms including, but not limited to, Slack, Google Workspace, Box, and ClickUp.
• Manage user accounts, permission sets, role-based access controls (RBAC), and group configurations across all platforms
• Maintain system integrity — monitor for configuration drift, broken automations, failed integrations, and access anomalies
• Configure and maintain workflow automations, tagging logic, routing rules, and notification settings across tools
• Proactively monitor system health and flag degradation, outages, or risks to the Chief of Staff before they affect operations

• Serve as the first line of technical support for all staff across PlayBook Social and Inclusive Interpreting
• Triage incoming technical requests via Slack and ClickUp — categorise, prioritise, and resolve or escalate within agreed SLAs
• Maintain a live issue log: open tickets, resolution status, known workarounds, and outstanding risks.
• Diagnose and resolve issues across platforms including authentication failures, permission errors, broken integrations, and workflow malfunctions
• Escalate unresolved or high-severity issues to vendors or external developers with full context, and track through to resolution

• Own the technical onboarding process for all new staff for their account creation, system access provisioning, software license assignment, and tool configuration across all platforms
• Produce and maintain a standardised onboarding checklist per role type, ensuring consistent setup for every new hire
• Own the technical offboarding process for departing staff for their account deactivation, access revocation, data handover, and licence reallocation across all systems
• Ensure all onboarding and offboarding actions are completed within agreed timeframes and fully documented in ClickUp
• Liaise with the Business Admin team and Chief of Staff to align technical onboarding with the wider onboarding schedule

• Maintain a live software and licence register — all tools, subscription tiers, licence counts, renewal dates, and assigned users
• Manage the full lifecycle of software access requests: intake, approval routing, provisioning, and documentation
• Conduct regular access audits across all platforms to identify unused licences, orphaned accounts, and access that exceeds role requirements
• Enforce least-privilege access principles, access is granted only to the level required for the role, and reviewed on a regular cadence
• Flag licence waste, over-provisioning, or upcoming renewals to the Chief of Staff for review and decision

• Support the day-to-day operational stability of the VRI platform following structured onboarding and internal training
• Create and manage agent and client accounts, call flows, user groups, and platform configurations
• Monitor platform performance signals and flag technical issues or degradation early
• Log, triage, and track platform bugs — coordinate with the vendor or development team on fixes, patches, and release notes
• Maintain clear internal documentation of platform configuration, known issues, and operational procedures

• Support and maintain integrations between systems
• Document all system configurations, workflows, integrations, and access policies in a centralised, accessible format
• Write clear, non-technical guides and SOPs for operational and admin staff covering platform usage, common issues, and escalation paths
• Identify friction points, inefficiencies, or integration gaps and surface recommendations to the Chief of Staff

• Implement and enforce access control policies in line with GDPR and organisational data handling standards
• Monitor for and respond to security concerns like unauthorised access attempts, data exposure risks, or policy violations
• Support regular security reviews and access audits, producing clear outputs for leadership review
• Ensure all system configurations and user access adhere to agreed compliance requirements at all times

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical field is required.
• Minimum 2-4 years of professional experience in IT support, technical helpdesk, systems administration, or a similar role.
• Professional certifications are not required but are considered an advantage, including:
• IT Support or Helpdesk certifications
• Salesforce Administrator certification
• Google Workspace administration certification
• Experience administering cloud-based tools and SaaS platforms in a professional environment.
• Hands-on experience configuring or supporting CRM systems (Salesforce) and communication platforms.
• Experience with WhatsApp Business or WhatsApp Business API setup and administration is strongly preferred.
• Familiarity with tools such as Google Workspace, Slack, Asana, Salesforce, and messaging platforms.
• Strong troubleshooting and technical problem-solving skills.
• Ability to quickly learn and manage new platforms.
• Strong written communication skills, particularly for documentation and technical guides for non-technical users.
• Demonstrates proactive ownership of systems and processes, identifying potential technical risks, inefficiencies, or recurring issues before they impact operations.
• Takes initiative in improving system documentation, workflows, and internal technical processes without needing constant direction.
• Highly detail-oriented and organised
• Comfortable working independently in a remote environment
• Able to manage multiple technical issues simultaneously
• Calm and methodical when addressing live technical problems
• Shows operational leadership by guiding both technical and non-technical colleagues on correct system usage and best practices.
• Committed to supporting systems that enable mission-driven work

Preferred Industry Experience:

• Creative agencies, Professional services, SaaS, or communications firms
• Remote-first or distributed team environments
• Organisations operating across multiple service lines or entities simultaneously
• UK Client experience

Work Setup Requirements:

• Reliable internet and quiet workspace.
• Available for ad-hoc video call meetings
• Based in the Philippines and able to work during agreed time zones
• Schedule: Monday to Friday
• Shift: Monday - Friday 4:00 PM – 12:00 AM PHT
• Type: Full-time, Independent Contractor, remote (this must be your only job). No other employment or freelance projects.

• Fully remote, work from anywhere
• Biweekly payout
• 21 general leaves
• 10 paid PH holiday leaves
• 8 paid UK holiday leaves
• Monthly reimbursable Wellness & Growth allowance
• Quarterly Learning & Skill Workshops
• Mental Health Wellness Support
• Access to UDEMY and other learning subscriptions
• Creative and collaborative work culture
• Exposure to high-impact roles within a growing marketing team
• Work with purpose-driven organisations