IT Support - MacOS focus

GPC Philippines Corporation is currently seeking an IT Support Technician. This position will work from 12:00 am to 9:00 AM PHT and applies only to Philippine-based legal residents and citizens.

Work time will shift to better hours over time.

Job Description

The IT Support Tier 1 Technician provides first-line technical support to a global user base, resolving hardware, software, and network issues across Mac and PC (Windows) platforms. Responsibilities include managing and prioritizing support tickets, reducing project backlogs, and participating in a follow-the-sun support model to ensure continuous coverage. This role requires proficiency in macOS, Windows, ticketing systems, and remote support tools, as well as a basic understanding of network concepts, MDM, Apple Business Manager, SSO tools like Okta, and IAM workflows. Strong problem-solving skills, attention to detail, and a customer-centric approach are essential, along with 35 years of IT support experience. Preferred qualifications include an associate's degree in IT or related fields and certifications such as ACSP, CompTIA A+, or Microsoft Modern Desktop Administrator Associate.

About the Role:

We are seeking a dedicated IT Support Tier 1 Technician to join our dynamic IT team and provide first-line technical support to a global user base. This role focuses on resolving hardware, software, and network issues across Mac and PC (Windows) platforms, managing and prioritizing support tickets, and participating in a follow-the-sun support model to ensure continuous coverage. The ideal candidate will have strong problem-solving skills, a customer-centric approach, and the ability to collaborate with international IT teams to streamline processes and improve service delivery.

Key Responsibilities:

• Provide first-line technical support to end-users via phone, email, and ticketing systems.
• Diagnose and resolve hardware, software, and network issues on both Mac and PC devices.
• Manage and prioritize incoming support tickets to ensure timely resolution.
• Participate in a follow-the-sun support model to provide continuous global coverage.
• Collaborate with the IT team to streamline processes, reduce project backlogs, and improve service delivery.
• Create and update knowledge base articles and user guides.

Qualifications:

• Minimum of 3-5 years of experience in IT support or helpdesk roles, with proven experience in macOS and Windows environments.
• Familiarity with ticketing systems, remote support tools, and basic network troubleshooting.
• Understanding of MDM, Apple Business Manager, Okta, SSO tools, and IAM administration.
• Strong problem-solving abilities, attention to detail, and customer-focused mindset.
• Certifications such as Apple Certified Support Professional (ACSP), Microsoft Modern Desktop Administrator Associate, or CompTIA A+ are preferred.

Compensation and Benefits Package

• Full-time legal work
• Competitive Base Pay**
• 13th Month Pay
• Night Differential: Additional pay for night shifts (10 PM - 6 AM PHT)
• Weekend and Holiday Overtime: Premium rates for weekend and holiday work
• Internet Stipend: Monthly allowance for internet expenses
• Generous HMO Coverage: Health coverage for you and 1 more dependent
• Paid Time Off: Up to 16 days annually, plus Philippine public holidays
• Provided Equipment: All essential tools and equipment supplied for your success

**De Minimis Benefits: These are included in your base salary and provided monthly.

Note: This is fully remote work; however, you need a clean, quiet workplace with a fast internet connection.