Remote Senior IT Support Engineer

Summary

Join our team as a Senior IT Helpdesk Technician and become a thought leader in the IT space. You'll manage multiple SaaS platforms, troubleshoot hardware issues, and deliver exceptional customer service to your colleagues.

Requirements

• 5+ years of IT Helpdesk/Technical Support experience, including 2+ years in a Senior Helpdesk Technician or similar role
• Experience with shipping logistics in the Philippines is a must
• Extensive experience with Google Workspace, Microsoft 365, or AWS in a corporate setting, supporting both Mac and Windows OS, and providing remote support for global users
• Skilled in remote troubleshooting of hardware/software (desktops, laptops, printers, mobile devices) and managing multiple tickets in high-pressure situations
• Experience with endpoint management tools (SCCM, Jamf, Intune) in a cloud-first environment
• Proficiency in scripting and automation (PowerShell, Bash, Python) is highly preferred
• Strong documentation skills for technical procedures and knowledge bases, with experience in onboarding, training, and mentoring junior helpdesk staff
• Excellent customer service and communication skills with both technical and non-technical users; fluency in English required
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus, and experience with ITIL or similar frameworks is advantageous
• Ability to lift up to 49lbs. and stand/walk as needed with or without reasonable accommodation
• Must have a working laptop/pc and internet and back-up connection

Responsibilities

• Meet with the IT team regularly to discuss open issues, assign work based on open tickets, and review any pending work
• Plan and implement improvements to our distributed environment, including preparing for upcoming security updates, streamlining the new employee onboarding process, and proactively monitoring remotely managed systems
• Lead IT projects from start to finish, including creating project proposals, researching solutions, and working with internal teams or external vendors to successfully complete the projects
• Collaborate with management to solve IT issues and provide recommendations
• Monitor security incidents across all of our devices
• Provide technical leadership to the support team on handling end user issues
• Develop policies and procedures for recurring issues
• Automate manual tasks by creating new tools or improving existing ones to help the team work more efficiently

Benefits

• Enrollment in Philippine statutory benefits
• Healthcare reimbursement
• Company holidays to include all regular holidays declared by the Philippine government
• 14 days annual paid time off
• APAC First Friday speaker series where you can earn a bonus for presenting
• Ongoing career development opportunities, mentorship program, and more