IT Support Engineer

About the role

We are seeking an IT Support Engineer to join MedSpecialized, Inc. in Cebu City. The engineer will ensure the smooth operation of our IT environment, provide first‑line assistance to users and maintain hardware and software assets during a night shift.

Key responsibilities

• Act as the first point of contact for user inquiries via phone, chat and email, logging and resolving tickets.
• Perform remote diagnostics and troubleshooting using established tools and procedures.
• Escalate complex issues to higher‑level support according to escalation protocols.
• Monitor, manage and support installed systems to maintain performance and compliance.
• Install, configure, test and maintain operating systems, application software and system management tools.
• Maintain hardware assets including desktops, laptops, printers and peripheral devices.
• Document all actions in the ticketing system, update status and ensure SLA compliance.
• Assist the Team Lead with reporting and act as backup when needed.

Required profile

• Willingness to work the night shift (9 PM – 6 AM) on‑site.
• Strong communication skills to interact with users and internal teams.
• Ability to follow documented procedures and maintain accurate records.

Required skills

• Operating system installation and configuration.
• Application software deployment.
• System management and monitoring tools.
• Remote troubleshooting and diagnostic utilities.
• Printer and peripheral device setup and support.
• Ticketing system usage and SLA tracking.

What we offer

• Competitive compensation.
• Opportunity to work with a global healthcare and IT services group.
• Professional development in a dynamic BPO environment.