Responsibilities
- Classifying and prioritizing tickets based on defined severity levels (P1, P2, P3) and business impact to streamline resolution processes.
- Providing help desk support via phone, video call, chat, & email.
- Troubleshooting technical issues for company employees.
- Design, implementation, and continuous improvement of specific automations and processes (Freshservice and other tools).
- Managing our ITSM (Freshservice) and helping create connections and automations between various systems.
- Managing mobile device enrollment, security, and application updates using Microsoft Intune and Apple Business Manager.
- Handling access management and license provisioning for tools like Google Workspace, Microsoft 365, Adobe, Jira, and more.
- Maintaining an inventory of mobile devices and other equipment.
- Overseeing Windows Autopilot for device setup and lifecycle management.
- Troubleshooting network issues and administering endpoint security solutions to ensure compliance.
- Developing and revising IT Department processes and knowledge base.
- Assisting with access reviews and security audits.
Requirements
- Outgoing and personable candidates with strong customer service skills.
- Strong English skills is required.
- Strong familiarity with Freshservice or another ITSM.
- Bachelor's degree, or equivalent, from an accredited institution, or equivalent experience.
- Located in Philippines.
- Willingness to work night shift.
- Strong problem-solving skills with attention to detail.
- Excellent communication skills to explain technical concepts to a non-technical audience.
- Proactive approach to continuous learning and professional development.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Passion for innovation and a desire to make a positive impact on users' lives.
Nice to Have
- Relevant certifications (e.g. Microsoft Certified: Azure Administrator, Google Workspace Admin) are preferred, but not required.
- General knowledge of at least one programing/scripting language is a plus, but not required.
Benefits
- A member of a dynamic team, shaping the future of our IT department.
- Working on cutting-edge cloud technologies and enterprise software solutions.
- Making a tangible difference in the lives of people.
- Growing and learning at an accelerated pace in an environment that values innovation and initiative.
Additional Information
- Supports both Philippines and United States teams.
- Night shift required.
- Strong English skills required.
