Technical Support Specialist
Skills
About the role
This onsite Technical Support Specialist role provides second-level support for managed customer technology environments in Cebu City, Philippines. It suits an IT support professional with two to three years of experience who can own escalated incidents across Microsoft 365, endpoints, cloud systems, networking, and security. You will resolve complex support requests, maintain service commitments, and contribute to better operational practices.
What you’ll do
- Provide advanced support by phone, email, Microsoft Teams, and remote tools.
- Troubleshoot escalated Windows, Microsoft 365, collaboration, endpoint, and productivity issues.
- Recover mailbox, OneDrive, SharePoint, file, and user data when requested.
- Escalate specialist issues while retaining ownership and communication through resolution.
- Administer Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, and Intune.
- Provision endpoints, configure devices, deploy software, and manage endpoint compliance.
- Support identity, MFA, Conditional Access, licensing, and user administration.
- Use Datto RMM for monitoring, software deployment, and remote remediation.
- Create documentation, knowledge articles, procedures, and user guides.
- Participate in changes, customer onboarding, maintenance, and on-call support.
What they’re looking for
- Have 2 to 3 years of IT support or related experience.
- Bring strong troubleshooting skills across hardware, software, and networks.
- Be proficient with Windows, macOS, Linux, Microsoft Office, and Google Workspace.
- Understand ITIL incident management and service delivery practices.
- Explain technical concepts clearly to non-technical users.
- Work independently while managing multiple priorities.
Nice to have
- A bachelor's degree in computer science, information technology, or a related field.
- CompTIA A+, Network+, or Microsoft Certified IT Professional certification.
What’s on offer
- HMO coverage up to PHP 500,000 per incident, plus dental and optical benefits.
- A two-week paid Christmas break.
- Electricity and data subsidies.
- PHP 25,000 educational assistance.
- Training and equipment.
- A fixed Monday-to-Friday schedule from 7:00 a.m. to 4:00 p.m.
Questions about this role
Is this technical support specialist role onsite?
Yes. The position is based onsite in Cebu City, Cebu, Philippines.
How much experience is required?
The posting asks for a minimum of 2 to 3 years of IT support or related experience.
What systems will I support?
The role covers Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Windows devices, and Datto RMM.
Is a degree required?
A bachelor's degree in a related field is preferred, not required.
What schedule does the role follow?
The stated regular schedule is Monday through Friday, 7:00 a.m. to 4:00 p.m., with on-call support outside regular hours when required.
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