IT Support Specialist
Own the IT support journey from first ticket to resolution, supporting remote users, managing device lifecycles and strengthening security in a collaborative team.
This role is the first point of contact for all internal IT support, managing the entire help desk queue from logging to resolution.
Job Responsibilities
Day-to-day tasks include:
User Support: Providing remote support for software (M365/Google Workspace, OS), connectivity (VPN, Wi-Fi), and hardware issues.
Lifecycle Management: Executing the full onboarding process (account creation, access, hardware coordination, induction) and offboarding process (disabling accounts, asset retrieval).
Security Operations: Monitoring security logs and alerts (antivirus, O365, endpoint), managing security awareness training, and assisting with patch management.
Systems & Auditing: Conducting monthly audits (backup checks, access reviews), maintaining the IT asset inventory, and reporting on system health.
Documentation: Creating and maintaining user-facing "how-to" guides and internal IT process documentation.
Qualifications (Skills)
Must-Have Skills:
Strong experience with IT help desk ticketing systems.
Expertise in supporting Windows and macOS environments.
Admin-level knowledge of Microsoft 365 and/or Google Workspace.
Identity Management: Experience with Active Directory (user creation, permissions).
Security Tools: Familiarity with endpoint protection, email filtering, and MFA.
Networking: Strong remote troubleshooting skills for VPN, Wi-Fi, and connectivity.
MDM: Experience with mobile device management/provisioning (e.g., Intune/Autopilot).
Excellent remote communication and user-support skills.
Nice-to-Have Skills:
Experience with the specific security platforms in use.
Experience documenting systems (e.g., in Confluence or similar)
Competencies/Traits
Highly Organized: Essential for managing the entire support queue, prioritizing tasks, and logging all work.
Customer-Service Mindset: Professional, patient, and timely in all user interactions.
Detail-Oriented & Meticulous: Critical for security log analysis, monthly audits, and user lifecycle processes.
Proactive & Accountable: Takes ownership of tickets from start to finish, including escalations.
Strong Communicator: Able to write clear, user-friendly documentation and conduct IT inductions.
Prior Experience
2-3+ years of experience in an IT Support, Help Desk, or Service Desk role.
Demonstrable experience supporting users in a fully remote or hybrid environment.
Proven experience managing the new-hire-to-leaver IT lifecycle (onboarding/offboarding).
Hands-on experience with security monitoring and alert management.
Performance Measurement
Ticket Resolution Time: Average time to close support tickets. First Contact Resolution (FCR): Percentage of issues solved on the first interaction.
Ticket Backlog: Number of open/aging tickets in the queue.
Audit Completion: On-time completion of all scheduled monthly audits.
User Satisfaction (CSAT): Feedback from internal staff.
Documentation: Number of new/updated Knowledge Base articles.
- Role type
- Information Technology Support
- Role
- IT Support Specialist
- Location
- Jollibee Tower, Ortigas Center, Pasig City
- Remote status
- Fully Remote
- Work Schedule
- 9:00 am - 5:30 pm AEST (Monday-Friday),
- Shifting Schedule?
- No
- Shifts with Daylight Savings?
- Yes
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.