Help Desk / IT Support Specialist (Remote)

About Umpisa Inc.

Umpisa Inc. is a forward-thinking technology company dedicated to positioning the Philippines as a recognized global tech hub. We collaborate with various industries and clients to deliver pioneering solutions through digital transformation, software development, and venture building. Our goal is to develop world-class products that enhance the lives of organizations and individuals alike. We provide fulfilling career opportunities in software and product development, emerging technologies, and other innovative areas.

Key Responsibilities

• Offer initial technical support on hardware, software, and network issues to internal users.
• Respond promptly to support inquiries received via ticketing systems, email, chat, or phone.
• Diagnose and fix common IT problems involving PCs, laptops, printers, applications, and connectivity.
• Escalate more complex issues to relevant teams when required.
• Maintain clear and accurate documentation of problems, resolutions, and processes.
• Support user account creation, access controls, and fundamental systems administration tasks.
• Communicate professionally and timely with end-users.
• Adhere to IT policies, security protocols, and industry best practices.

Candidate Requirements

• Between 2 to 5 years of experience in Help Desk, IT Support, or related capacities.
• Intermediate proficiency with Windows OS (and/or macOS).
• Competency in Microsoft 365 / Office suite applications.
• Fundamental networking and troubleshooting knowledge.
• Excellent problem-solving abilities paired with strong communication skills.
• A customer-focused approach with keen attention to detail.
• Ability to independently handle multiple support requests effectively.

Preferred Qualifications

• Familiarity with ticketing tools such as Jira, ServiceNow, or Zendesk.
• Basic understanding of Active Directory or user access management.
• Possession of IT certifications is advantageous but not mandatory.

Work Conditions and Schedule

• This is a fully remote role.
• The work shift primarily starts mid-shift around 3:00 PM onward.
• Shift flexibility might be available in future depending on performance and team requirements.

Core Values and Skills

• Alignment with company values: Excellence, Integrity, Professionalism, People Success, Customer Success, Fun, Innovation, and Diversity.
• Strong communication and analytical thinking capabilities.
• Enthusiasm to function within a self-organizing Scrum team in a scaled agile framework.
• Proactivity and a collaborative spirit toward coworkers and clients.