IT Support Officer (Remote)

Role Overview

The IT Support Officer provides first‑line remote technical support to end users, handling common desktop, application, and access issues.

This role focuses on triage, basic troubleshooting, and excellent customer service, with clear procedures and escalation paths to Level 2/3 engineers.

Key Responsibilities

• Act as the first point of contact for IT support requests via phone, email, chat, or ticketing system
• Resolve common issues related to:
• Windows 10/11 and basic macOS usage
• Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Password resets, account lockouts, and MFA assistance
• Printers, headsets, webcams, monitors, and other peripherals
• Provide clear, polite, and professional assistance to non‑technical users

• Accurately log, categorise, and prioritise tickets according to guidelines
• Perform initial troubleshooting using documented procedures and knowledge base articles
• Identify issues requiring escalation and pass them to Level 2 support with:
• clear problem descriptions
• steps already taken
• relevant screenshots or error messages

• Assist with standard onboarding and offboarding activities, such as:
• account setup and access changes (as instructed)
• device preparation and basic configuration
• Support cloud‑managed devices under guidance (e.g. Intune-managed PCs)
• Perform basic checks on antivirus status, updates, and device connectivity

• Follow company security, acceptable‑use, and data privacy policies at all times
• Verify user identity before performing account‑related actions
• Escalate suspected security incidents immediately according to procedure

• Maintain clear and accurate ticket notes
• Use and follow standard operating procedures (SOPs)
• Contribute to knowledge base updates by flagging missing or unclear documentation

Required Skills & Experience

• 1–2 years' experience in IT support, service desk, or technical helpdesk
• Basic knowledge of:
• Windows desktop environments
• Microsoft 365 applications
• Common desktop hardware and peripherals
• Understanding of basic IT concepts such as:
• user accounts and permissions
• Wi‑Fi and internet connectivity
• remote desktop / screen‑sharing tools

• Business level English proficiency required for professional client communication and technical documentation
• Strong customer service attitude and willingness to learn
• Ability to follow instructions and documented processes
• Reliable, punctual, and comfortable working remotely
• Must be available to work standard Philippine hours as the primary shift schedule

• Experience in a BPO, MSP, or call‑centre style IT support role
• Familiarity with ticketing systems (e.g. Autotask, ServiceNow, Zendesk, Jira)
• Entry‑level certifications (CompTIA A+, Microsoft Fundamentals)
• Exposure to cloud‑based IT environments

• Full‑time, home‑based role in the Philippines
• Must have:
• stable, high‑speed internet connection (minimum 100 Mbps speed)
• quiet, professional home workspace
• comfortable with handling a large variety of different tasks
• Required to comply with:
• time‑tracking and monitoring policies
• acceptable use of IT systems
• data privacy and security requirements

• Tickets are logged correctly and resolved or escalated efficiently
• Users feel supported, informed, and respected
• Escalations are clean, complete, and actionable
• The consultant consistently follows process and improves technical skills over time