IT Support Specialist

About the role

We are seeking a customer-obsessed IT Support Specialist to join our growing technology team. In this role, you will be the first line of defence and a primary problem solver for our global workforce of over 1,000 employees.

You won't just be "fixing computers"; you will be ensuring productivity across a complex, hybrid environment. You will support a mixed fleet of macOS and Windows devices and manage identity and access across our core SaaS stack (Google Workspace, Okta, Slack, Zoom).

This position is fully onsite with night shifts and is located in BGC, Manila, Philippines. 

What will you be doing?

1. Frontline Support & Triage

• Serve as the primary point of contact for incoming helpdesk tickets (via JIRA Service Desk, ServiceNow, or similar), handling Tier 1 and Tier 2 issues.
• Prioritize and resolve high volumes of requests within defined Service Level Agreements (SLAs).
• Troubleshoot hardware, software, and network connectivity issues for both remote and on-site employees.

1. SaaS & Identity Management

• Identity (Okta): Manage user lifecycles including provisioning, de-provisioning, MFA resets, and assigning application groups.
• Collaboration (Google Workspace): Administer email accounts, troubleshoot Drive permissions, Calendar sync issues, and shared drives.
• Communication (Slack & Zoom): troubleshoot AV issues for Zoom meetings, manage Slack channels/integrations, and support conference room hardware.

1. Device Lifecycle Management

• Configure, deploy, and repair laptops (MacBook Pro/Air and Windows Dell/Lenovo/Surface) using MDM solutions (Jamf, Intune, or Kandji).
• Manage hardware inventory and procurement logistics for remote employees.

1. Network & Security

• Troubleshoot VPN connectivity issues for a distributed workforce.
• Assist with endpoint security compliance (antivirus, encryption, OS patching).

What are we looking for?

Must have requirements:

• 1+ years of IT Helpdesk experience, specifically within an organization of 500-1,000+ employees.
• Dual OS Expertise: Deep technical knowledge of both macOS (Ventura/Sonoma) and Windows (10/11) environments.
• SaaS Administration: Hands-on experience managing users in Google Workspace (G Suite) and Okta.
• Experience supporting remote workers using enterprise VPNs (GlobalProtect, Cisco AnyConnect, OpenVPN, etc.).

What will make you stand out?

Soft Skills:

• High EQ: Ability to explain complex technical issues to non-technical stakeholders with patience and empathy.
• Composure: Ability to remain calm during high-pressure outages or when dealing with frustrated users.

Documentation: A passion for writing clear knowledge base (KB) articles to enable user self-service.

The Tech

• Ticketing Systems: JIRA Service Desk
• MDM Tools: Kandji (Mac) and Microsoft Intune (Windows).
• Conferencing: Zoom Rooms hardware support.

What do we offer?

🌿 1. Health & Well-being
Auctane prioritizes the health and well-being of our employees and their families.

🩺 HMO Medical Insurance:

• Tiered Maximum Benefit Limit (MBL) based on job level.
• Comprehensive coverage for the employee and up to two (2) dependents.

🦷 Dental Insurance:

• Coverage for essential dental care services.

🧠 Mental Health & Employee Assistance Program (EAP):

• Access to confidential counseling and support services for mental health and personal challenges.

🏃 Wellness Program:

• Initiatives and resources designed to promote physical and mental well-being.

2. Financial Security & Compensation Enhancements
We offer benefits aimed at providing financial stability and enhancing your overall compensation.

❤️ Life Insurance:

• Financial protection for your loved ones.

⚠️ Accidental Death and Dismemberment (AD&D) Insurance:

• Additional financial protection in the event of accidental death or dismemberment.

🍽️ Meal and Clothing Allowance:

• Up to 3,000 PHP per month for meal and clothing expenses.

🎯 Bonuses and Supplemental Income:

• Opportunity to earn extra wages through company contests and incentives.

3. Time Off & Work-Life Balance
Auctane recognizes the importance of rest and personal time for a healthy work-life balance.

🌴 Paid Vacation Days:

• 15 paid vacation days per year, with additional days increasing with tenure.

🤒 Paid Sick Days:

• 15 paid sick days per year.

🎉 Paid Holidays:

• Observation of statutory national and local holidays.

💐 Bereavement Leave:

• Supportive leave in times of personal loss.

4. Professional Development & Recognition
We invest in your continuous growth and acknowledge your contributions to Auctane's success.

📚 Education Benefits:

• Support for continuous learning and professional development.

🤝 Referral Program:

• Incentives for recommending great talent to join the team.