IT Support Specialist (100% Onsite)

Your Role
As an IT Support Specialist, you will be a client-centric IT professional responsible for overseeing and managing the organizations IT systems and audiovisual (AV) infrastructure for in-office, remote, and global Dialpad employees. You will play a pivotal role in ensuring the optimal use of our hardware and software technologies, enhancing system performance, analyzing and troubleshooting technical issues, and providing assistance to our end-users. 

To ensure success as an IT Support Specialist, you should possess extensive experience in providing information technology support in a fast-paced environment. This position requires a strong technical background, excellent problem-solving skills, a customer service mindset, and effective communication. 

If you enjoy tackling complex technological challenges, then our corporate IT team under our Business Technology group may be the team for you! We provide creative solutions to help our employees be productive and secure from anywhere. We help deliver industry-leading IT services to enable and delight our users. 

This position reports to our Director of IT and has the opportunity to be based in our Pasig City, Metro Manila Office, with the requirement of being in the office 5 days a week. 

What You’ll Do

• Provide timely resolution and support to end-users with best-in-class SLAs and less than 2% callbacks.
• Focus on improving operational efficiency at all levels and locations.
• Onboard and train end-users on hardware functionality and software programs.
• Analyze IT requirements and provide objective advice on the use of IT systems.
• Assist with information security, physical security controls, and device security protocols.
• Ensure proper hygiene of system accounts and licenses.
• Track, manage, and support IT assets.
• Manage access to critical end-user systems.
• Research, install, and configure new equipment and software.
• Manage inventory of equipment, consumables, and other supplies.
• Support and implement AV equipment in conference rooms and meetings.
• Troubleshoot and resolve IT issues via phone, web, and in-person channels.
• Must have experience working with and managing macOS and Windows devices.
• Must have experience managing endpoint solutions such as antivirus and patch management tools.
• Must have experience supporting system and IT audits.
• Timely onboard and off-board employees and contractors.
• This is an in-office role with some hybrid flexibility when approved. 

Skills You’ll Bring

• You thrive in a high-growth, fast-paced environment and are motivated to delight customers and build a large and important enterprise cloud company.
• Bachelors degree in computer science, information technology, or a similar field.
• 3-5 years of experience as an IT Support Specialist supporting macOS and Windows operating systems.
• Exceptional ability to provide technical support and resolve queries.
• In-depth knowledge of computer hardware, software, and networks.
• Ability to determine IT needs and train end-users.
• Proficiency in IT helpdesk software, such as Jira Service Manager, Zendesk, or ServiceNow.
• Experience in documenting processes and monitoring performance metrics.
• Ability to keep up with technical innovation and trends in IT support.
• Experience with audiovisual equipment and technologies, including video conferencing systems, digital signage, and multimedia content creation tools.
• Lead with positive energy, empathy, and a customer-first mindset.
• Self-motivated with a proactive approach to problem-solving.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.
• Certifications such as CompTIA A+, Network+, Security+, Google, and Microsoft  are highly desirable.
• Must have completed all core Dialpad product certifications within the first 100 days of tenure.
• Amenable to work in the US Time zone (night shift) and onsite in Ortigas.