IT Support Associate
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Job Description
IT Support Associate providing remote support for US-based users with a focus on troubleshooting and customer service in a fast-growing SaaS company.
Responsibilities:
- Manage all IT incidents and service requests to completion.
- Triage incidents, determine priority, and uphold SLA’s.
- Utilize remote support tools to diagnose, troubleshoot and resolve end-user issues related to software, hardware, network, and peripherals.
- User and group administration in Entra ID, including onboarding and offboarding.
- Maintain accurate, timely, and comprehensive records of all incidents, requests, and actions taken in the IT ticketing system.
- Collaborate with infrastructure and engineering teams to ensure smooth resolution of issues and a seamless user experience.
- Assist with network-related issues, including connectivity, and Wi-Fi setups.
- Uphold and enforce IT security policies and recommend enhancements as needed.
- Design new and recommend improvements to existing user support processes.
Requirements:
- Proven desktop & laptop (hardware, software & peripheral) troubleshooting experience in a remote-only environment.
- Exceptional customer support skills with the ability to communicate technical concepts clearly to non-technical users in a professional services context.
- Excellent written communication and documentation skills.
- Work shift will be during US business hours.
- Thorough understanding of Windows and Mac OS & Software.
- Microsoft/Office 365, Azure AD/Entra ID, & Intune experience & administration.
- Experience supporting users with enterprise applications such as the Microsoft Office Suite, video conferencing and communications applications.
- Experience with IT incident management tools and systems.
- Ability to manage time effectively, prioritize tasks, and meet deadlines.
- A proactive approach to problem-solving with strong decision-making skills.
- Experience with centrally managed software updates and security patching.
- Strict adherence to data privacy and security standards.
- 3+ years of experience as a full-time IT professional.
- 2+ years of experience providing desktop support to an enterprise organization.
Benefits:
- 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.
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