IT Support Specialist

Role Title: IT Support Specialist

Schedule: 8:00AM-5:00PM PHT

Work setup: Onsite (Clark, Philexcel)

Salary: P35,000

Holidays: Philippines Holidays

Job Summary:

The IT Support Specialist is responsible for providing technical support to end users and assisting in the maintenance, administration, and troubleshooting of the company's IT systems and infrastructure.

The position provides support for computers, operating systems, applications, networks, servers, communication systems, and other IT equipment. The role is also responsible for managing assigned support tickets, documenting resolutions, escalating complex issues, and maintaining technical documentation and knowledge-base articles.

Key Responsibilities:

• Provide Level 1 and Level 2 technical support to onsite and remote users.
• Diagnose and resolve hardware, software, operating system, network, connectivity, and application-related issues.
• Install, configure, maintain, and troubleshoot desktops, laptops, peripherals, and other IT equipment.
• Support Windows-based workstations and basic Linux environments.
• Assist in the administration and troubleshooting of Windows Server, Active Directory, Group Policy, DNS, DHCP, and related services.
• Configure and troubleshoot network devices, wired and wireless connections, VLANs, VPNs, and other network services.
• Assist in the administration and troubleshooting of MikroTik, Ubiquiti/UniFi, and Sophos Firewall environments.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and user account-related concerns.
• Configure and troubleshoot PBX/VoIP systems, softphones, IP hardphones, headsets, extensions, and related communication equipment.
• Support ZKTeco biometric and attendance devices, including basic configuration, connectivity, and synchronization troubleshooting.
• Perform basic and advanced troubleshooting using appropriate diagnostic tools and a structured troubleshooting methodology.
• Use the OSI Model and TCP/IP concepts when diagnosing network-related incidents.
• Receive, update, manage, and resolve assigned IT support tickets.
• Prioritize incidents and service requests based on urgency and business impact.
• Escalate unresolved or complex issues to the appropriate IT colleague, technical team, vendor, or service provider.
• Ensure complete troubleshooting information and findings are documented before escalation.
• Follow up on escalated incidents until resolution.
• Create and maintain technical documentation, troubleshooting guides, Standard Operating Procedures (SOPs), and Knowledge Base articles.
• Document newly encountered issues and their confirmed solutions for future reference.
• Assist with IT asset inventory, equipment deployment, employee onboarding and offboarding, and equipment retrieval.
• Assist in implementing endpoint security, access controls, system updates, and other IT security requirements.
• Coordinate with vendors and service providers when required.
• Perform other IT-related duties and responsibilities assigned by the IT Manager or IT Support Lead.

Qualifications:

Education

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Computer Engineering, Electronics Engineering, or another related IT or Engineering field is required.

Experience

• 2–4 years of relevant professional experience in IT Support, Technical Support, Network Support, Systems Administration, or a similar role.
• Demonstrated experience providing technical support in a business or enterprise environment.
• Experience supporting both onsite and remote users is preferred.

Technical Knowledge and Skills

Candidates should have working knowledge or hands-on experience in the following:

• Windows 10 and Windows 11
• Windows Server 2022
• Active Directory
• Group Policy
• DNS and DHCP
• Microsoft 365
• Linux Operating Systems
• MikroTik RouterOS
• Ubiquiti / UniFi
• Sophos Firewall
• LAN/WAN and Wi-Fi troubleshooting
• TCP/IP and OSI Model
• IP Addressing and Subnetting
• VLANs, Routing, Switching, NAT, and VPN
• PBX and VoIP systems
• SIP, Softphones, and IP Hardphones
• ZKTeco Biometric Systems
• Endpoint and peripheral troubleshooting
• Remote support tools
• IT ticketing/helpdesk systems
• Technical documentation and Knowledge Base management

Knowledge or experience with Zoho Desk or a similar IT ticketing/helpdesk platform is an advantage.

Troubleshooting Competency

The candidate should be capable of performing both basic and advanced troubleshooting, including:

• Hardware and peripheral issues
• Windows operating system issues
• Basic Linux issues
• Software and application issues
• Network and internet connectivity
• DNS and DHCP issues
• Active Directory and Group Policy issues
• VPN connectivity
• Firewall-related connectivity issues
• Microsoft 365 issues
• PBX and VoIP issues
• Biometric-device connectivity
• Basic server-related issues

The candidate should demonstrate a systematic approach to troubleshooting, identify probable root causes, implement appropriate solutions, and recognize when an issue requires escalation.

Ticketing, Escalation, and Documentation

The IT Support Specialist is expected to:

• Take ownership of assigned support tickets.
• Accurately document reported issues, troubleshooting steps, findings, and resolutions.
• Maintain timely and professional communication with users.
• Resolve incidents within the scope of the position.
• Escalate issues that require higher-level access, expertise, or authority.
• Coordinate with other IT team members until escalated issues are resolved.
• Properly document resolved incidents before ticket closure.
• Create or update Knowledge Base articles for new, recurring, or significant technical issues.
• Maintain clear and reusable troubleshooting documentation for the IT team.

Certifications

Relevant IT certifications are preferred and considered an advantage, including but not limited to:

• MikroTik MTCNA or higher
• Cisco CCNA
• CompTIA A+, Network+, or Security+
• Microsoft Certifications
• Sophos Certifications
• Ubiquiti Certifications
• Linux Certifications
• ITIL or other IT Service Management certifications

Core Competencies

• Strong technical and analytical troubleshooting skills
• Good understanding of networking fundamentals and the OSI Model
• Strong problem-solving skills
• Customer-service orientation
• Good verbal and written communication skills
• Good technical documentation skills
• Ability to prioritize and manage multiple support requests
• Ability to work independently and collaboratively
• Strong attention to detail
• Good time-management skills
• Sense of ownership and accountability
• Ability to appropriately identify, resolve, and escalate technical issues
• Willingness to learn and adapt to new technologies
• Ability to handle confidential company and client information professionally

Preferred Candidate Profile

The ideal candidate is a hands-on IT professional with 2–4 years of experience who can independently handle common IT support incidents while understanding when an issue requires escalation.

The candidate should have a solid foundation in end-user support, networking, Windows environments, Microsoft 365, server administration, firewalls, VoIP, and IT service management, with the ability to troubleshoot issues systematically rather than relying on trial-and-error solutions.

The successful candidate should also demonstrate good ticket ownership, documentation practices, teamwork, and a commitment to continuously improving the IT team's Knowledge Base and support processes.

Your love for Boomering will jump-start with these meaningful engagement activities

and perks. Using the concepts and tools of EOS (Entrepreneurial Operating System),

Boomering provides a fun, rewarding and stimulating environment where work-life

balance meets a commitment to foster growth.

• Genuinely caring Leadership Team
• Competitive salary package
• Company-provided full set-up for desktop/laptop with a back-up internet
• Free pre-employment Medical Assessment (T&C apply)
• HMO on the first day of hire
• 15 Vacation Leaves and 5 Sick Leaves
• Annual Performance Reviews
• Unlimited Employee Referral Incentives
• Employee Loan Facilities
• Social Clubs and Interest Workshops
• Company events where you get a chance to win amazing prizes and be rewarded for

your outstanding performance.

• Statutory Benefits: Maternity, Paternity and Solo Parent Leaves, Magna Carta for

Women, Retirement Benefits, OT, and Premium Pays

About Boomering:

Boomering is an ISO-certified, leading BPO company in Clark Freeport Zone,

Pampanga.

Our mission to Enrich Client and Staff Lives through Simple and Smart Offshoring

Solutions and our S.T.E.P. Core Values (Service, Transparency, Excellence and

Partnership) are the framers of our continuing success.

Providing equal opportunities and collaborative culture of excellence, Boomering is

not just your average BPO. We are here to make a difference.

Future-proof your career and pursue your passion with Boomering! We want career

thrill-seekers who are committed to growth as much as we are.

Website: www. boomering.ph

Career Portal: https://boomering.zohorecruit.com/jobs/Careers

Facebook and LinkedIn: Boomering Inc.; Boomering Careers