IT Support Specialist

<div class="content-intro"><h2 style="text-align: left;"><img style="display: block; margin-left: auto; margin-right: auto; max-width: 100%;" src="https://brand.auctane.com/uploads/fhmikF1ylz02TLjtkC429w.png" alt="" width="600"></h2> <p>&nbsp;</p> <p style="color: #11003a; font-weight: bold; padding: 8px; border: 3px solid #5C50FF; margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">About us</span></p> <p>At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.</p> <p>The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.</p> <p style="color: #11003a; font-weight: bold; padding: 8px; border: 3px solid #5C50FF; margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">Our values</span></p> <p style="text-align: center;"><img style="max-width: 100%;" src="https://postimg.cc/N5Q8NR10" alt="">Win as One. Delight Customers. Deliver Great Outcomes.&nbsp;</p></div><p style="color: #11003a; font-weight: bold; padding: 8px; border: 3px solid #5C50FF; margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">About the role</span></p> <p>We are seeking a customer-obsessed <strong>IT Support Specialist</strong> to join our growing technology team. In this role, you will be the first line of defence and a primary problem solver for our global workforce of over 1,000 employees.</p> <p>You won't just be "fixing computers"; you will be ensuring productivity across a complex, hybrid environment. You will support a mixed fleet of <strong>macOS and Windows</strong> devices and manage identity and access across our core SaaS stack (Google Workspace, Okta, Slack, Zoom).</p> <p>This position is fully onsite with night shifts and is located in BGC, <strong>Manila, Philippines.&nbsp;</strong></p> <p style="color: rgb(17, 0, 58); font-weight: bold; padding-top: 8px; padding-right: 8px; padding-bottom: 8px; border: 3px solid rgb(92, 80, 255); margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">What will you be doing?</span></p> <ol> <li><strong> Frontline Support &amp; Triage</strong></li> </ol> <ul> <li>Serve as the primary point of contact for incoming helpdesk tickets (via JIRA Service Desk, ServiceNow, or similar), handling Tier 1 and Tier 2 issues.</li> <li>Prioritize and resolve high volumes of requests within defined Service Level Agreements (SLAs).</li> <li>Troubleshoot hardware, software, and network connectivity issues for both <strong>remote and on-site</strong> employees.</li> </ul> <ol> <li><strong> SaaS &amp; Identity Management</strong></li> </ol> <ul> <li><strong>Identity (Okta):</strong> Manage user lifecycles including provisioning, de-provisioning, MFA resets, and assigning application groups.</li> <li><strong>Collaboration (Google Workspace):</strong> Administer email accounts, troubleshoot Drive permissions, Calendar sync issues, and shared drives.</li> <li><strong>Communication (Slack &amp; Zoom):</strong> troubleshoot AV issues for Zoom meetings, manage Slack channels/integrations, and support conference room hardware.</li> </ul> <ol> <li><strong> Device Lifecycle Management</strong></li> </ol> <ul> <li>Configure, deploy, and repair laptops (MacBook Pro/Air and Windows Dell/Lenovo/Surface) using MDM solutions (Jamf, Intune, or Kandji).</li> <li>Manage hardware inventory and procurement logistics for remote employees.</li> </ul> <ol> <li><strong> Network &amp; Security</strong></li> </ol> <ul> <li>Troubleshoot <strong>VPN</strong> connectivity issues for a distributed workforce.</li> <li>Assist with endpoint security compliance (antivirus, encryption, OS patching).</li> </ul> <p style="color: rgb(17, 0, 58); font-weight: bold; padding-top: 8px; padding-right: 8px; padding-bottom: 8px; border: 3px solid rgb(92, 80, 255); margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">What are we looking for?</span></p> <p><strong>Must have requirements:</strong></p> <ul> <li><strong>1+ years</strong> of IT Helpdesk experience, specifically within an organization of <strong>500-1,000+ employees</strong>.</li> <li><strong>Dual OS Expertise:</strong> Deep technical knowledge of both <strong>macOS</strong> (Ventura/Sonoma) and <strong>Windows</strong> (10/11) environments.</li> <li><strong>SaaS Administration:</strong> Hands-on experience managing users in <strong>Google Workspace</strong> (G Suite) and <strong>Okta</strong>.</li> <li>Experience supporting remote workers using enterprise <strong>VPNs</strong> (GlobalProtect, Cisco AnyConnect, OpenVPN, etc.).</li> </ul> <p>&nbsp;</p> <p style="color: rgb(17, 0, 58); font-weight: bold; padding-top: 8px; padding-right: 8px; padding-bottom: 8px; border: 3px solid rgb(92, 80, 255); margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">What will make you stand out?</span></p> <p><strong>Soft Skills:</strong></p> <ul> <li><strong>High EQ:</strong> Ability to explain complex technical issues to non-technical stakeholders with patience and empathy.</li> <li><strong>Composure:</strong> Ability to remain calm during high-pressure outages or when dealing with frustrated users.</li> </ul> <p><strong>Documentation:</strong> A passion for writing clear knowledge base (KB) articles to enable user self-service.</p> <p style="color: rgb(17, 0, 58); font-weight: bold; padding-top: 8px; padding-right: 8px; padding-bottom: 8px; border: 3px solid rgb(92, 80, 255); margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">The Tech</span></p> <ul> <li><strong>Ticketing Systems:</strong> JIRA Service Desk</li> <li><strong>MDM Tools:</strong> Kandji (Mac) and Microsoft Intune (Windows).</li> <li><strong>Conferencing:</strong> Zoom Rooms hardware support.</li> </ul> <p style="color: rgb(17, 0, 58); font-weight: bold; padding-top: 8px; padding-right: 8px; padding-bottom: 8px; border: 3px solid rgb(92, 80, 255); margin-top: 8px; margin-bottom: 8px; text-align: center; font-size: 12px; border-radius: 8px;"><span style="font-size: 12pt;">What do we offer?</span></p> <p data-start="537" data-end="651">🌿 <strong data-start="540" data-end="566">1. Health &amp; Well-being</strong><br data-start="566" data-end="569">Auctane prioritizes the health and well-being of our employees and their families.</p> <p data-start="653" data-end="684">🩺 <strong data-start="656" data-end="682">HMO Medical Insurance:</strong></p> <ul> <li data-start="687" data-end="743">Tiered Maximum Benefit Limit (MBL) based on job level.</li> <li data-start="687" data-end="743">Comprehensive coverage for the employee and up to two (2) dependents.</li> </ul> <p data-start="817" data-end="843">🦷 <strong data-start="820" data-end="841">Dental Insurance:</strong></p> <ul> <li data-start="846" data-end="890">Coverage for essential dental care services.</li> </ul> <p data-start="892" data-end="951">🧠 <strong data-start="895" data-end="949">Mental Health &amp; Employee Assistance Program (EAP):</strong></p> <ul> <li data-start="954" data-end="1051">Access to confidential counseling and support services for mental health and personal challenges.</li> </ul> <p data-start="1053" data-end="1079">🏃 <strong data-start="1056" data-end="1077">Wellness Program:</strong></p> <ul> <li data-start="1082" data-end="1159">Initiatives and resources designed to promote physical and mental well-being.</li> </ul> <p data-start="1166" data-end="1322"><strong data-start="1169" data-end="1222">2. Financial Security &amp; Compensation Enhancements</strong><br data-start="1222" data-end="1225">We offer benefits aimed at providing financial stability and enhancing your overall compensation.</p> <p data-start="1324" data-end="1348">❤️ <strong data-start="1327" data-end="1346">Life Insurance:</strong></p> <ul> <li data-start="1351" data-end="1392">Financial protection for your loved ones.</li> </ul> <p data-start="1394" data-end="1455">⚠️ <strong data-start="1397" data-end="1453">Accidental Death and Dismemberment (AD&amp;D) Insurance:</strong></p> <ul> <li data-start="1458" data-end="1540">Additional financial protection in the event of accidental death or dismemberment.</li> </ul> <p data-start="1542" data-end="1580">🍽️ <strong data-start="1546" data-end="1578">Meal and Clothing Allowance:</strong></p> <ul> <li data-start="1583" data-end="1640">Up to 3,000 PHP per month for meal and clothing expenses.</li> </ul> <p data-start="1642" data-end="1683">🎯 <strong data-start="1645" data-end="1681">Bonuses and Supplemental Income:</strong></p> <ul> <li data-start="1686" data-end="1758">Opportunity to earn extra wages through company contests and incentives.</li> </ul> <p data-start="1765" data-end="1898"><strong data-start="1768" data-end="1803">3. Time Off &amp; Work-Life Balance</strong><br data-start="1803" data-end="1806">Auctane recognizes the importance of rest and personal time for a healthy work-life balance.</p> <p data-start="1900" data-end="1928"><strong data-start="1903" data-end="1926">🌴 Paid Vacation Days:</strong></p> <ul> <li data-start="1931" data-end="2007">15 paid vacation days per year, with additional days increasing with tenure.</li> </ul> <p data-start="2009" data-end="2033">🤒 <strong data-start="2012" data-end="2031">Paid Sick Days:</strong></p> <ul> <li data-start="2036" data-end="2063">15 paid sick days per year.</li> </ul> <p data-start="2065" data-end="2088">🎉 <strong data-start="2068" data-end="2086">Paid Holidays:</strong></p> <ul> <li data-start="2091" data-end="2144">Observation of statutory national and local holidays.</li> </ul> <p data-start="2146" data-end="2173">💐 <strong data-start="2149" data-end="2171">Bereavement Leave:</strong></p> <ul> <li data-start="2176" data-end="2219">Supportive leave in times of personal loss.</li> </ul> <p data-start="2226" data-end="2369"><strong data-start="2229" data-end="2274">4. Professional Development &amp; Recognition</strong><br data-start="2274" data-end="2277">We invest in your continuous growth and acknowledge your contributions to Auctane's success.</p> <p data-start="2371" data-end="2399">📚 <strong data-start="2374" data-end="2397">Education Benefits:</strong></p> <ul> <li data-start="2402" data-end="2463">Support for continuous learning and professional development.</li> </ul> <p data-start="2465" data-end="2491">🤝 <strong data-start="2468" data-end="2489">Referral Program:</strong></p> <ul> <li data-start="2494" data-end="2552">Incentives for recommending great talent to join the team.</li> </ul> <p>&nbsp;</p>