# IT Support Technician

**Company:** [iSupport Worldwide](http://jobs.workable.com/companies/1aXDcgEyBCe8D926xEv7SH.md)
**Location:** Pasig, Philippines
**Workplace:** on site
**Employment type:** Full-time
**Department:** 1 - Sales

[Apply for this job](http://jobs.workable.com/view/db49cac7-7f91-4f58-9748-d08b81865627)

## Description

### What is your mission?

We are looking for an **IT Support Technician** to provide first-level technical support, manage IT incidents and service requests, and ensure a seamless end-user experience. The role is responsible for incident management, remote troubleshooting, identity and access management, Microsoft 365 administration, Azure AD / Entra ID account management, asset tracking, knowledge base maintenance, and monitoring RMM tools while supporting security and operational best practices.

**You will provide the best service to our partner brands by performing these tasks:**

-   Serve as the first point of contact for IT incidents through ticketing systems, email, and phone support.
-   Perform remote hardware and software troubleshooting using RMM platforms and remote access tools.
-   Guide users through diagnostic procedures to identify root causes and resolve technical issues.
-   Escalate unresolved or complex incidents to higher support tiers with complete and accurate documentation.
-   Monitor and respond to RMM alerts related to system uptime, disk capacity, endpoint health, and performance warnings.
-   Process user requests for system access, equipment provisioning, and software installation.
-   Fulfil service requests according to established procedures, workflows, and SLA requirements.
-   Coordinate onboarding and offboarding activities, including account creation, access provisioning, and deprovisioning.
-   Administer user accounts, security groups, and distribution lists within Azure AD / Entra ID and Microsoft 365.
-   Manage password resets and multi-factor authentication (MFA) setup in accordance with security policies.
-   Maintain accurate hardware inventory records and update asset lifecycle documentation.
-   Track equipment issuance, returns, and configuration records within asset management systems.
-   Create and maintain technical documentation, standard operating procedures, and knowledge base articles.
-   Contribute user-focused and internal support content to improve knowledge sharing and service delivery.
-   Triage potential phishing and spam reports and escalate suspected security incidents appropriately.
-   Educate end users on cybersecurity awareness and security best practices during support engagements.
-   Identify recurring issues, recommend service improvements, and provide feedback on process and documentation gaps.

## Requirements

### Who are we looking for?

-   Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
-   Minimum of 1 year experience in an IT support, help desk, service desk, or technical support environment; internships and customer-facing technical support experience are considered.
-   Experience supporting end users within a technology-driven or service-oriented environment.
-   Working knowledge of Windows desktop environments and Microsoft 365 administration.
-   Familiarity with Active Directory, Azure AD / Entra ID, and basic user account administration.
-   Experience using IT service management and ticketing platforms such as ServiceNow, Jira Service Management, or Freshservice.
-   Exposure to RMM tools such as NinjaOne, Kaseya, or Datto, as well as remote support applications.
-   Basic knowledge of identity and access management, account provisioning, password management, and MFA administration.
-   Familiarity with IT security concepts, phishing identification, and endpoint support practices.
-   CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), or similar certifications are advantageous.
-   Familiarity with ITIL v4 Foundation or other IT service management frameworks is an advantage.
-   Basic PowerShell scripting skills for routine automation tasks are beneficial.
-   Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
-   Excellent documentation skills with strong attention to detail and accuracy.
-   Strong organisational, problem-solving, and interpersonal skills.
-   Customer-focused mindset with patience, professionalism, and the ability to perform effectively under pressure.

## Benefits

### Why you'll love it here?

-   Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
-   Access to an onsite gym with a complimentary professional fitness instructor.
-   Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
-   Weekly employee engagement activities with prizes of up to ₱3,000.
-   Free upskilling academy to support career growth and professional development.
-   State-of-the-art office facilities and modern workstations.
-   Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
-   Fun, collaborative, and employee-focused work environment.