Provide day-to-day IT support for employees, troubleshoot hardware and software issues, manage user access, and maintain IT documentation, ensuring smooth operations across tools and platforms.
Looking to take your career to the next level? Then this role is for you!
Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!
Profile Requirements:
- 3 to 5 years of IT support experience in a remote environment supporting Western teams.
- Hands-on experience with Google Workspace and Microsoft 365 administration.
- Strong macOS and Windows troubleshooting skills across software and hardware.
- Experience provisioning and deprovisioning access across multiple SaaS tools.
- Experience administering an enterprise password manager.
- Familiarity with MDM concepts and device enrollment workflows.
- Experience supporting VPN tools and general remote connectivity.
- Experience administering a company communications platform such as Slack or Microsoft Teams.
- Solid experience with a helpdesk ticketing platform.
- Experience troubleshooting video conferencing issues across platforms and devices.
- Strong ability to explain technical issues clearly to non-technical people.
- A security-conscious mindset, with solid awareness of common threat vectors and how to respond to them.
- Experience handling cybersecurity incidents, including identifying, containing, and resolving threats.
- Comfort working with modern AI tools and platforms as part of day-to-day work.
- Consistent availability during US Mountain Time hours.
- Genuine patience and warmth with employees who are frustrated or confused.
- Comfortable on video calls, working through issues in real time.
- Experience managing a ticket queue and monitoring multiple support channels.
- A genuine curiosity about technology and an eagerness to keep learning, not just for career growth, but because you find it interesting.
- Nice to Have:
- Experience building workflows and automations across platforms to improve operational efficiency.
- Scripting experience to support automation and reduce manual work.
- Any experience administering Salesforce and/or TaskRay.
Core responsibilities:
- Own day-to-day employee IT support, serving as the first point of contact for requests across all platforms and tools.
- Troubleshoot Windows and macOS issues across software, hardware, SaaS platforms, and connectivity.
- Handle the IT side of onboarding and offboarding, including access provisioning and Day 1 readiness.
- Manage our password manager, including user access and key recovery.
- Handle password resets, account lockouts, and MFA resets.
- Handle video conferencing configuration and permissions.
- Manage email distribution lists, shared inboxes, and group access.
- Manage MDM, including software deployment, device enrollment, and compliance.
- Support VPN setup and troubleshoot network and connectivity issues.
- Administer Slack, including workflows and permissions.
- Administer and troubleshoot a wide variety of SaaS tools.
- Track SaaS license assignments and access levels, flagging unused or redundant access for review.
- Troubleshoot third-party integration issues between productivity and communication tools.
- Maintain internal IT documentation and standard operating procedures.
- Keep the ticket queue moving and make sure nothing gets lost.
- Spot recurring issues and bring forward ideas to fix them at the root.
Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities.
Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!
This is a remote position.
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