IT Administrator | PH | Cebu

Set-up and Location: ONSITE - Ayala Mall Ayala Center Cebu, Bohol Street, Cebu Business Park, 6000
Work Schedule: Dayshift Philippine Time
Employment Type: Full-time

Ready to do work that actually excites you?

The IT Administrator (Entry-Level) supports the day-to-day IT operations of a fast-paced BPO environment, ensuring that all systems, devices, and users are fully operational to meet business demands.

This role is critical in maintaining high system availability, minimizing downtime, and providing responsive technical support to a large user base across multiple shifts.

You will be part of the frontline IT support team, responsible for handling tickets, resolving common technical issues, and escalating more complex incidents while ensuring a smooth and consistent IT experience for all staff.

What You'll Do
You'll be the kind of person who:

Service Desk & End-User Support

• Provide first-level technical support for agents and staff (voice, non-voice, and back-office teams)
• Respond to incidents and service requests via ticketing system, chat, or walk-up support
• Troubleshoot common issues related to desktops, laptops, headsets, printers, and network connectivity
• Ensure all tickets are logged, updated, and resolved within agreed SLAs

Workstation & Account Setup

• Set up and configure workstations for new hires, including required applications and system access
• Assist in onboarding and offboarding activities (account creation, access provisioning, device preparation)
• Support password resets, account unlocks, and basic access-related requests

IT Operations Support

• Monitor and assist in maintaining uptime of production floors, ensuring minimal disruption to operations
• Perform routine checks on systems, internet connectivity, and shared resources
• Support shift-based IT coverage, including weekends or holidays if required

Hardware & Software Support

• Install, update, and troubleshoot standard software used in BPO operations (e.g., CRM tools, softphones, Microsoft 365)
• Assist in managing IT assets, including tagging, tracking, and basic inventory updates
• Coordinate repair or replacement of faulty equipment

Escalation & Coordination

• Escalate unresolved or complex issues to senior IT staff or vendors
• Work closely with network, systems, and application teams to resolve incidents impacting operations
• Provide clear updates to users and stakeholders on issue status

Documentation & Compliance

• Follow standard IT processes and documentation practices
• Maintain accurate records of incidents, assets, and support activities
• Adhere to company policies on IT security, data privacy, and acceptable use

What You Bring
We're looking for someone with:

Education & Experience

• Diploma or degree in Information Technology, Computer Science, or related field
• 0-2 years of experience in IT support, service desk, or internship experience (BPO experience is a plus)

Technical Skills

• Basic knowledge of Windows OS, Microsoft 365, and common business applications
• Familiarity with computer hardware, peripherals, and basic networking concepts
• Ability to troubleshoot common IT issues (login problems, connectivity, software errors)

Nice to Have

• Exposure to tools such as Datto RMM, Active Directory, or ticketing systems (e.g., ServiceNow, Zendesk)
• Basic understanding of networking devices (e.g., Fortinet, Aruba, Unifi)

Core Competencies

• Strong customer service mindset and communication skills
• Ability to work in a fast-paced, high-volume environment
• Good problem-solving skills with attention to detail
• Ability to follow processes and escalate when needed

Key Attributes

• Reliable and responsive, especially during critical operations hours
• Willing to work on shifting schedules (including night shift if required)
• Team player with a positive attitude
• Eager to learn and grow within IT support and operations.

Why You'll Love Working Here

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!

Let's Talk
If you're thinking "this sounds like me"-it probably is. Click apply. We can't wait to meet you.