IT Support Specialist

Position Summary

The IT Support Specialist provides Tier I technical support for desktop environments and hospitality-related third-party platforms. This role serves as the first point of contact for customers, delivering timely, professional assistance while ensuring a high level of client satisfaction.

• Act as the primary point of contact for end users requiring technical assistance.
• Provide remote support for desktops, printers, and other connected devices.
• Troubleshoot and resolve issues related to hardware, software, and shared resource access.
• Perform operating system updates, software installations, firmware updates, and patch management.
• Accurately document all activities in the ticketing system, ensuring proper tracking and escalation of incidents.
• Manage user accounts, permissions, and perform updates within Active Directory.
• Support basic network administration tasks as required.
• Identify and escalate major incidents following established IT escalation procedures.
• Follow up with users to confirm resolution and ensure customer satisfaction.

• Working knowledge of:
• Windows desktop and server operating systems
• Microsoft 365 (O365)
• Active Directory
• Microsoft Exchange
• Strong problem-solving and troubleshooting abilities.
• Excellent customer service skills with a focus on responsiveness and professionalism.
• Comfortable providing support over the phone and interacting directly with clients.
• Strong communication skills are essential and non-negotiable.

NOTES: This is a pure work onsite in Eastwood Quezon City and we need someone who can start ASAP.