Position Type: Full-time
Location: Philippines (Remote)
Schedule: Monday to Friday, 9AM to 6PM Central Time
About The Company
Our client is a leading provider of in-home care services, dedicated to enhancing the lives of aging adults and their families. With a strong commitment to compassion and personalized support, they empower individuals to maintain independence and quality of life in the comfort of their own homes. Their team is passionate about using technology and innovation to improve caregiving services and streamline operations, ensuring the highest level of care and support for clients and franchise partners.
About The Role
We are seeking an IT Support Specialist with a strong customer-focused approach to provide Level 1 technical support. This role involves direct engagement with end users, troubleshooting IT issues, managing service requests, and maintaining IT systems efficiently.
The ideal candidate should have experience supporting Microsoft 365, handling user administration tasks, and working within a service desk environment. This position also offers opportunities for growth and involvement in IT-related projects.
Responsibilities
- Provide IT support for end users via email, chat, phone, and remote assistance.
- Log, monitor, and resolve support requests through the service desk system.
- Troubleshoot and resolve issues related to systems, applications, software, hardware, and networking.
- Perform user administration tasks, including account setup, access management, and permissions across enterprise systems.
- Assist users with Microsoft 365, MS Exchange, Active Directory management, Salesforce, and Home Instead websites.
- Escalate complex issues to higher-level support teams as needed.
- Maintain strong relationships with stakeholders to ensure smooth IT operations.
- Provide application support and user training across business functions.
- Document IT processes and create standard operating procedures (SOPs).
- Adhere to SLA requirements while ensuring high customer satisfaction.
Competencies And Qualifications
Must-Have
- 2-3 years of experience in an IT support role.
- Strong problem-solving skills for troubleshooting Level 1 IT issues.
- Experience providing IT support via phone, chat, email, and remote assistance.
- Hands-on experience with Microsoft 365, MS Exchange, and Active Directory.
- Ability to log, monitor, and resolve tickets in a service desk system.
- Familiarity with user administration, access control, and email management.
- Strong communication skills and a customer-focused approach.
- Proactive mindset with a willingness to learn and adapt.
Nice-to-Have
- Experience providing IT support in a multi-location or remote environment.
- Knowledge of network troubleshooting and basic security best practices.
- Prior experience managing email systems, user access, and enterprise software.
- Bachelor's degree in Information Technology or a related field.
What We Offer
- 100% Remote Work – Work from anywhere in the Philippines.
- Career Growth Opportunities – Gain hands-on experience, mentorship, and continuous learning.
- Collaborative & Innovative Team – Work alongside skilled professionals who value excellence.
Application Process
We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.
Typically, the interview process includes a Recruiter Interview, Client Interview, and Practical Test, but this may vary depending on the role. Throughout each stage, we’ll keep you informed and provide feedback as quickly as we can, ensuring you feel valued and supported throughout your journey with us.
