IT Support Specialist

RISE is on a mission to accelerate internet for the Philippines by providing excellent services and high-quality support to our business and wholesale partners. We focus on the efficiency of connectivity through initiatives like GetaFIX and Open Access Network, ensuring we maintain a benchmark for reliability and installation speed. Our culture is built on transparency and ownership, where team members are encouraged to exceed expectations and advance the country’s digital landscape together.

Duties & Responsibilities

• Acts as the routine contact point, receiving and handling requests for support in hardware and software issues

• Responds to a broad range of IT service requests for support by providing information to fulfill requests or enable resolution

• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate

• Records details of all components that have been installed and removed

• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues

• Contributes to creation of support documentation

• Carries out maintenance and upgrades to ensure current systems are updated and running smoothly.

• Supports research efforts in assessing needs and costs for upgrades or purchase of hardware, software or equipment.

• Support in executing IT developments (system modifications, updates, upgrades, migrations, etc.) according to established timeframes

• Applies and maintains specific security controls as required by organisational policy and local risk assessments.

• Supports investigation of suspected attacks and security breaches.

Qualifications

• Bachelor’s degree in technology or computer science

• 3 year experience in end-to-end IT management

• Proficiency and hands-on experience with implementing, configuring, and testing IT solutions

• Proficiency and hands-on experience in technical management of equipment, software and operational systems, including system performance monitoring and backup and recovery procedures

• Experience with Google Workspace preferred

• Highly customer-focused and able to provide a positive experience in conflict resolution

• Excellent communication skills and able to effectively convey messages or know-how to non-technical customers

• Highly dependable and responsive especially in urgent or time-sensitive situations

• Able to maintain high level of integrity and confidentiality