IT Support Specialist

Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.

At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.

Why You'll Love Working Here:

🌟 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.

Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.

1. User Support & Help Desk Management

• Serve as the first point of contact for all internal staff experiencing technical issues.

• Manage the entire IT support queue: All requests and tasks (including from the IT Manager) must be logged, prioritized, and tracked as a ticket from submission to resolution.

• Provide timely and professional support via approved channels: Chat, email, phone, and remote assistance tools.

• Troubleshoot and resolve issues related to:

o Software: Operating systems (Windows/macOS), Microsoft 365/Google Workspace, browsers, VPN, and core business applications.

o Connectivity: Remotely diagnosing Wi-Fi, VPN, and network access issues.

o Account & Access: Password resets, multi-factor authentication (MFA) issues, and permission adjustments.

• Coordinate Hardware Support:

o Remotely diagnose hardware failures (laptops, monitors, peripherals).

o Guide users through basic hardware troubleshooting (e.g., re-seating cables, reboots).

o Log and coordinate all physical hardware issues: Liaise with the IT Manager and/or third-party vendors for repair, replacement, or shipping of new/replacement devices.

• Escalate complex issues to the IT Manager or third-party vendors, while retaining ownership of the ticket until resolved.

2. User Lifecycle Management (Onboarding & Offboarding)

• Onboarding:

o Create and configure new user accounts (Active Directory, email, internal systems).

o Grant appropriate access to files, folders, and applications based on role-based permissions.

o Coordinate hardware deployment: Work with the IT Manager to ensure new hardware is provisioned (e.g., via Autopilot/Intune) and shipped to the new starter on time.

o Conduct remote IT induction sessions for new hires, walking them through security policies and system access.

• Offboarding:

o Execute the leaver process in a timely and secure manner.

o Immediately disable all user accounts and revoke access rights upon notification.

o Coordinate asset retrieval: Log and track the return of company hardware, coordinating with the IT Manager and the departing employee.

o Perform data backups of user accounts as per company policy.

3. Security Operations & Analysis

• Log Analysis: Perform regular (daily/weekly) reviews of security logs (e.g., firewall, antivirus, endpoint detection, O365) to identify suspicious activity or policy violations.

• Alert Management: Monitor and respond to security alerts from endpoint protection, email filtering, and other security tools.

• Incident Response: Act as a first responder for minor security incidents, such as phishing email reports or malware detection, and escalate to the IT Manager.

• Security Training:

o Manage the ongoing rollout of the security awareness training platform.

o Track and report on user completion rates.

o Assist in coordinating simulated phishing campaigns and analyzing the results.

• Vulnerability Management: Assist in identifying non-compliant devices and applying security patches to workstations and applications.

4. IT Systems Maintenance & Auditing

• Monthly IT Audits: Conduct regular scheduled audits, including:

o Backup Checks: Verify that all critical system backups (e.g., servers, cloud data) are completing successfully and log results.

o Access Reviews: Audit user permissions for key systems (e.g., shared drives, financial apps) to ensure compliance with the principle of least privilege.

o Patch Status: Report on the patch compliance of all workstations.

• Asset Management: Maintain an accurate digital inventory of all IT hardware and software assets, including license tracking.

• System Health: Assist in monitoring the health and performance of key IT infrastructure (e.g., network, cloud services).

5. Documentation & Project Support

• Documentation:

o Create and maintain clear, user-friendly documentation (Knowledge Base articles, "how-to" guides) for common IT issues.

o Assist in documenting internal IT processes, system configurations, and network diagrams (e.g., for E8 or other key systems).

• Project Assistance:

o Support the IT Manager with key IT projects as required.

o This includes tasks related to migrations (e.g., data migration, moving to a new software platform) or new system rollouts.

• Vendor Liaison: Assist in managing relationships with third-party IT vendors, logging support calls for external systems (e.g., ISP, software providers) when needed.