IT Support Technician (L1/L2) – Remote (Philippines)

About the role

The IT Support Technician (L1/L2) will be the first point of contact for technology support across the business. Working remotely for a vehicle‑subscription and fleet‑management client, you will provide hands‑on help‑desk assistance for macOS and Windows users, manage device provisioning, and keep core IT systems running smoothly.

Key responsibilities

• Receive, triage, prioritize and resolve L1/L2 tickets via Jira Service Management, escalating when necessary.
• Perform remote troubleshooting for macOS and Windows hardware, software, connectivity and application issues.
• Enroll new‑starter devices using JAMF Pro (macOS) and Microsoft Intune (Windows) following runbooks.
• Administer Google Workspace – create/disable accounts, manage groups, reset passwords, and handle routine console tasks.
• Support onboarding and off‑boarding by provisioning and de‑provisioning accounts in Google Workspace, Slack, LastPass and Employment Hero.
• Maintain the IT asset register, track device assignments and flag equipment for replacement or repair.
• Apply patch‑management procedures to keep macOS and Windows devices up‑to‑date via JAMF Pro and Intune.
• Assist security‑awareness campaigns (Phriendly Phishing) and report training completion.
• Create and update knowledge‑base articles and user guides.
• Log all support activity accurately in Jira Service Management.

Required profile

• Confident, self‑sufficient technician able to work independently with minimal supervision.
• Strong communication skills and a customer‑service mindset.
• Ability to quickly learn and navigate the company’s core IT tools within the first month.

Required skills

• macOS and Windows operating systems
• Jira Service Management
• JAMF Pro
• Microsoft Intune
• Google Workspace administration
• Slack
• LastPass
• Employment Hero
• Phriendly Phishing security awareness platform
• IT asset register management
• Patch management processes