Senior IT Support Specialist

Position Title: Senior IT Support SpecialistWork Set Up: On-SiteSchedule: 3:30 AM to 12:30 PM PH TimeJob Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark PampangaQuick Rundown:The IT Support Specialist is responsible for providing technical support to end-users and ensuring the smooth operation of IT systems and services. This role involves troubleshooting hardware and software issues, maintaining IT infrastructure, and delivering exceptional customer service.What You’ll Do:Quality/Accuracy of Work:Assign incoming service requests promptlyMaintain and prioritize ICT systems based on business needsRecommend and implement improvements to enhance system functionalityEnsure all tasks are completed to a high standardEnd-User Support:Provide Tier 1 and Tier 2 technical support via phone, email, and in personCoordinate IT helpdesk and assign tickets to techniciansSet up, configure, and troubleshoot desktops, laptops, printers, and mobile devicesResolve ERP/WMS-related issues or escalate to Application Support when necessaryIncident Management:Log, track, and document support requests in the ticketing systemEscalate unresolved issues to higher-level support or vendorsGenerate incident reports and assist with root cause analysisHardware & Software Management:Manage Active Directory and EntraInstall, update, and maintain OS, applications, and hardwareMonitor and maintain inventory of IT assets and licensesSupport hardware upgrades with minimal user disruptionNetwork & Connectivity:Troubleshoot network issues (wired/wireless) with support partnersManage VPN and remote access solutionsIT Security & Compliance:Enforce IT security protocols and assist with security implementationsEducate users on cybersecurity best practicesDocumentation & Training:Maintain accurate system documentation and troubleshooting guidesContribute to the IT knowledge base and train end-users on IT systems and toolsSystem Monitoring & Maintenance:Monitor system health and performancePerform routine checks, backups, and maintenance on IT infrastructureEnsure system reliability and efficiency in coordination with the IT teamContinuous Improvement & Projects:Provide feedback on IT processes and tools.Participate in upgrades, deployments, and IT projects.Stay current with emerging technologies and trends.What We’re Looking For:A minimum of 3 - 5 years in a support roleA formal qualification in a technology related fieldEvidence of recent industry certifications, Microsoft, Azure, ITILExcellent spoken and written English skillsAbility to take direction and work unsupervisedA strong desire to lean and upskillAt least 3 years experience supporting Microsoft environmentsGood working experience with Entra and ADA solid understanding of L2 and L3 routingExperience with CorelDRAW and Adobe SuiteSkills with VBA Scripting and PowerShellAbility to mentor and train others and be an escalation pointWhy You’ll Love Joining the CO Fam!At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup - it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.Here’s what’s in store for you:Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!At CO, it’s not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!