Job Summary
We are seeking a proactive and detail-oriented IT Support Specialist to provide first-level and second-level technical support for users across the organization. The successful candidate will be responsible for troubleshooting hardware, software, network, and user-related IT issues, setting up and maintaining desktops and laptops, supporting business applications, and ensuring compliance with the Data Privacy Act of 2012 (DPA) and organizational data security policies.
Key Responsibilities
Technical Support
- Provide day-to-day IT support for end-users regarding hardware, software, networking, email, and system-related issues.
- Diagnose and troubleshoot desktop, laptop, printer, mobile device, and peripheral problems.
- Install, configure, and maintain operating systems, business applications, and productivity software.
- Support Microsoft 365, email systems, file sharing, and collaboration platforms.
- Respond to IT tickets and ensure timely resolution of IT incidents and service requests.
- Escalate complex technical issues to appropriate vendors or higher-level IT personnel when necessary.
Hardware & Software Management
- Perform setup, deployment, and maintenance of desktops, laptops, monitors, printers, and IT peripherals.
- Configure user accounts, access permissions, and workstation security settings.
- Conduct software installations, updates, and patch management.
- Perform preventive maintenance, PC Audit and inventory management of IT assets.
Data Privacy & Information Security
- Understand and adhere to the Data Privacy Act of 2012 (Republic Act No. 10173) and company data protection policies.
- Ensure confidential and personal information is handled securely and appropriately.
- Assist in implementing data privacy and information security best practices.
- Support compliance initiatives related to cybersecurity, data protection, and user awareness programs.
- Report potential data privacy incidents or security concerns promptly.
Network & Connectivity Support
- Provide basic troubleshooting for LAN, Wi-Fi, internet connectivity, VPN, and network devices.
- Assist in the installation and maintenance of network equipment such as switches, access points, and routers.
- Monitor network connectivity and user access issues.
Documentation & Reporting
- Document technical procedures, troubleshooting steps, and IT asset records.
- Maintain accurate records of support tickets, equipment assignments, and system changes.
- Prepare periodic reports related to IT operations and support activities.
Qualifications
Education
- Bachelor's Degree in Information Technology, Computer Engineering, or a related field.
Experience
- At least 3-4 years of experience in IT Support, Helpdesk, Technical Support, or related roles is preferred.
- Experience supporting Windows-based environments and Microsoft 365 is an advantage.
Technical Skills
- Knowledge of:
- Windows 10/11 administration
- Microsoft 365 applications
- Desktop and laptop deployment and configuration
- Hardware troubleshooting and repair
- Network troubleshooting (TCP/IP, DNS, DHCP, Wi-Fi)
- Printers and peripheral device support
- Antivirus and endpoint security solutions
- Basic Active Directory and user account management
Data Privacy & Security Knowledge
- Familiarity with the Data Privacy Act of 2012 (RA 10173).
- Understanding data protection principles and confidentiality requirements.
- Awareness of cybersecurity best practices, phishing risks, password security, and information handling procedures.
Competencies
- Strong problem-solving and analytical skills.
- Excellent customer service and communication skills.
- Ability to explain technical concepts to non-technical users.
- Strong attention to detail and organizational skills.
- Ability to work independently and as part of a team.
- Professional, trustworthy, and committed to maintaining confidentiality.
Preferred Certifications (Advantage but not Required)
- CompTIA A+
- CompTIA Network+
- Microsoft Certified Fundamentals
- ITIL Foundation
- Cybersecurity Awareness or Data Privacy-related certifications
Key Performance Indicators (KPIs)
- Ticket resolution within SLA.
- User satisfaction ratings.
- Percentage of incidents resolved on first contact.
- Compliance with data privacy and security policies.
- Accuracy of IT asset and documentation records.