Desktop Support Administrator - APAC
Philippines, APAC timezone window, Occasional overlap into US Mountain Time hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 6+ years
- Required Skills
- BashSharePointServiceNow
Requirements
- 5–7 years of desktop or end-user support experience in a professional or enterprise environment
- Expert-level, hands-on experience supporting Windows and macOS environments
- Advanced proficiency in Microsoft 365 administration (Exchange Online, Teams, SharePoint, licensing, and tenant-level troubleshooting)
- Deep working knowledge of Entra ID (Azure AD) and Microsoft Intune (conditional access, compliance policies, and device remediation)
- Strong experience with ITSM platforms (ServiceNow, Jira/JSM) and ITIL-aligned incident, request, and problem management processes
- Proven experience with security incident triage (phishing remediation, endpoint containment, and escalation documentation)
- Demonstrated track record working independently in a remote, distributed IT model
- Experience in a follow-the-sun or 24/5 shift-based support model
- Familiarity with scripting or automation (PowerShell, basic Bash) is a strong plus
- Relevant certifications preferred: CompTIA A+, Network+, Microsoft MD-102, or ITIL Foundation
- Excellent written and verbal English communication
- Strong queue management and prioritization skills
- Security-conscious mindset
- Highly self-directed and accountable
Responsibilities
- Serve as the sole IT support resource during the APAC timezone window
- Provide Level 1–3 support for Windows and macOS devices, mobile devices, printers, and peripherals
- Diagnose and resolve complex hardware, software, and connectivity issues; document root cause and resolution
- Administer and manage endpoints using Microsoft Intune
- Manage account access, password resets, MFA, and identity requests via Entra ID (Azure AD)
- Support Microsoft 365, Outlook, Teams, SharePoint, and all approved business applications
- Own the follow-the-sun handoff — receive full context from the US shift, manage the APAC window autonomously, and deliver a clear, documented handoff to the South Africa shift
- Work incidents and service requests in ITSM tools (ServiceNow / Jira JSM) in full alignment with SLAs and ITIL-based processes
- Identify, triage, and contain security incidents
- Proactively maintain accurate asset inventory and support device lifecycle activities
- Contribute to and maintain SOPs, runbooks, and knowledge base content
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