IT Support Specialist

Summary

Join ConnectOS as an IT Support Specialist and provide remote IT support services to internal corporate users, ensuring they have the necessary technology and connectivity. As the first point of contact for workplace technology incidents and service requests, you will troubleshoot problems, advise on appropriate actions, and provide excellent customer service. This role requires strong technical skills, excellent communication, and the ability to work independently and collaboratively. The position offers a competitive salary, comprehensive benefits, and opportunities for professional growth within a supportive and collaborative team environment. ConnectOS is a top-rated Philippines employer committed to fostering a positive and inclusive workplace. The company is a leading aggregator group in Australia and New Zealand, supporting a large community of brokers and advisors.

Requirements

• Minimum 5 years of proven experience in a similar role, preferably senior
• Intermediate problem solving / technical troubleshooting skills, and proven time management capabilities
• Solid understanding of computer hardware, operating systems, networks, and software applications
• Excellent communication skills and the ability to effectively interact with users at all levels of technical expertise
• Proven ability to work both independently and collaboratively within a team environment
• Proactive mindset with a passion for learning and staying updated with emerging technologies
• Confident in following documented processes and carrying out instructions without supervision
• Proficient in English, both verbal and written communication
• Information Technology or technology related qualification
• ITIL Foundation Certificate

Responsibilities

• Provide 1st to 2nd-level technical support via email, chat, or ticketing systems, troubleshooting common hardware, software, connectivity, and account access issues for end-users across the APAC region
• Provide an outstanding customer experience
• Provide remote support to internal employees and brokers either over the phone, or remote tools, and resolve their computing issues / requests within agreed SLAs
• Provide training and support to employees on the use of IT resources
• Update software and hardware to maintain strong IT security
• Build and maintain relationships with a range of internal and external stakeholders to understand business issues and requests
• Support and maintain Audio Visual equipment and Video conferencing tools such as Logitech Meeting, Slack, Zoom and Google Meet
• Create and maintain KEDB/Knowledge articles for tech services as needed
• Other duties as required

Preferred Qualifications

• A+ or relative work experience
• Google Workspace (GWS)
• Freshdesk/Freshservice, or any ticket management system
• Microsoft Windows and/or MacOS system administration
• Patch Management Platform, such as Automox or WorskpaceOne
• Any UDM/MDM platform
• Information Security and Access Management Fundamentals

Benefits

• Competitive salary package and annual performance review
• Vacation Leave and Sick Leave credit/ allotment
• Convertible to cash of unused sick leave
• On-Top Leave Credits (Birthday, Emergency and Bereavement Leave)
• HMO Coverage (Medical, Dental and Group Life insurance)
• Mandatory Government Benefits and 13th Month Pay
• Financial Assistance program through one of the leading FinTech Company in Philippines
• We’ve just launched a new referral bonus program where you can earn PHP 21,000 for every successful referral you make
• Regular Company Events, Work Life Balance
• Sleeping Quarters, Coffee at no cost
• Office Fitness and Wellness Facilities at no cost
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA