The IT Support Specialist serves as the first point of contact for IT support in the Manila office for the USCN Customer Service Team, providing timely troubleshooting and resolution for onsite and remote employees, and escalating issues to appropriate teams when required. This role operates in a fast-paced, night-shift environment.

Key Responsibilities

• Serve as the first point of contact for IT support in the Manila office for the USCN Customer Service Team, providing timely troubleshooting and resolution for onsite and remote employees, and escalating issues to appropriate teams when required.
• Provide desktop, hardware, software, and network support to Customer Service and Global Hub employees in a fast-paced, night-shift environment.
• Respond to and manage IT support requests through Zendesk, ensuring accurate documentation of incidents, troubleshooting steps, follow-ups, and resolutions.
• Troubleshoot and resolve incidents, problems, and service requests to full user satisfaction, conducting necessary research and on-the-job learning to resolve issues efficiently.
• Escalate unresolved or complex issues to higher-level support teams as appropriate.
• Collaborate cross-functionally with the APAC IT team, providing assistance, knowledge sharing, and hands-on support for all IT-related matters to ensure consistent service delivery and operational alignment.
• Work closely with HR and hiring managers to deploy and configure equipment, system access, and software for new hires and offboarding.
• Create, manage, and maintain user accounts and permissions in JumpCloud, Active Directory, Google Workspace, and other cloud platforms in accordance with documented procedures.
• Configure, deploy, and support RingCentral (cloud-based) phone and VOIP systems, along with other telephony solutions.
• Deploy, maintain, and track IT assets, ensuring accurate inventory and lifecycle management.
• Monitor the health and performance of the IT infrastructure supporting the USCN CS team.
• Administer, manage, and support server, network, and endpoint infrastructure as required.
• Follow established documentation and best practices to ensure consistent, secure, and efficient IT support and system deployments.
• Collaborate effectively with employees, team members, and management in a global, multicultural environment.

Requirements

Education & Experience:

• Graduate of BS Computer Science, Information Technology, Engineering, or related fields.
• 1–5 years of IT support experience (depending on role level) in a BPO, corporate IT Service Desk, or technical support environment.
• Willingness to learn new IT systems. Training is provided for the right candidate.