Senior IT Support Specialist

🔥 7 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sourcefit

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📣 Marketing

📦 Logistics

🏥 Healthcare

Marketing • Logistics • Healthcare

Sourcefit is a leading business process outsourcing company with headquarters in the Philippines and offices in the Dominican Republic, Armenia, Madagascar, and South Africa. Founded in 2009, Sourcefit specializes in providing custom offshore and nearshore staffing solutions across various industries including IT, Finance, Healthcare, Retail, and more. They focus on offering efficient and cost-effective BPO services such as telesales, customer support, content moderation, IT support, web development, and more. Sourcefit is committed to building long-term value for organizations through customized, efficient, and integrated offshore staffing solutions.

📋 Description

• Troubleshoot, diagnose, and resolve technical hardware and software issues • Serve as the escalation point for support services team members • Work with the team to resolve problems and provide mentoring • Develop and lead new-user IT orientation, onboarding, and training programs • Ensure SLAs are met by triaging and delegating tickets while maintaining customer satisfaction • Maintain the knowledge base and collaborate with management to create and update standard operating procedures • Provide guidance on policies and procedures to IT support staff and end users • Schedule and proactively manage regular employee hardware and software upgrades • Administer core technology platforms including Microsoft Office 365, Teams, SharePoint, IP phones, MDM, remote tools, and SCCM, including configuration and account creation/deletion • Work with the Supervisor of Support Services on special projects • Collaborate with IT and business managers to improve customer experience • Design and update IT product or service offerings • Install, test, and configure computers, peripheral equipment, software, laptops, desktops, iOS and Android devices, Office 365, email accounts, and network printers • Maintain technical documentation for software installation, hardware configuration, and troubleshooting • Maintain and implement accurate asset inventory and end-to-end asset management processes with accessible information databases and automated reporting • Identify and implement procedure and process improvements • Participate in change-control meetings and system maintenance activities • Oversee support services team activities to ensure excellent customer service and customer guidance • Mentor, train, and develop junior support services team members • Perform other duties as assigned

🎯 Requirements

• Bachelor’s degree in computer science or another related field • 5+ years of experience in a Help Desk environment or relevant experience • Knowledge of ITIL processes • Hands-on experience with incident and request ticketing systems such as Freshservice or ServiceNow • Ability to lead innovation initiatives, process improvement, and standardization within the IT organization • Deep working knowledge of Microsoft Windows 10 and Windows-compatible applications in an enterprise environment • Knowledge of Active Directory, WAN/LAN/Wi-Fi, core networking, cloud services, video conferencing fundamentals, and printing • Hands-on experience setting up and troubleshooting mobile devices • Experience with endpoint client security software • Time-management and analytical skills • Leadership skills • Proficiency in English (speaking, writing, and comprehending) • Ability to work weekends if needed • ITIL 4 Certification (supplemental qualification) • CompTIA A+, Network+, Security+, or HDI Certification (supplemental qualification) • Hands-on experience with System Center Configuration Manager or Microsoft Endpoint Manager (supplemental qualification) • Hands-on experience with mobile device management platforms such as Jamf, Intune, or AirWatch (supplemental qualification) • Help Desk oversight experience (supplemental qualification) • Project management experience (supplemental qualification)

🏖️ Benefits

• Work from Home • Monday to Friday schedule • PH time work schedule (8am–5pm or 9am–6pm)