IT Support

About Brainbox

Brainbox is different from every other BPO. It’s not just the amazing culture, strong brand, loyal customers and talented staff - it is deeper than that. The Brainbox core value of ‘Always Be Kind’ is embedded in every policy, decision, and every day. We develop our people, and the Philippines management team is all Filipinos. Everything we do aims to provide people with a work culture that helps them improve every single day. From unlimited training to HMO benefits from day 1, we want our people to love what they do and become the best versions of themselves.

Brainbox is seeking a capable and service-oriented IT Support to provide reliable day-to-day technical support across the business. This role is primarily focused on supporting end users, resolving technical issues, and ensuring staff have seamless access to the systems and tools they need to perform their roles effectively.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science or a related field


• Minimum of 3–5 years’ experience in an IT Support, Service Desk or Technical Support role


• Strong working knowledge of Windows and Linux operating systems


• Experience supporting Microsoft 365, Active Directory and cloud-based environments (AWS, Azure)


• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs)


• Familiarity with IT security best practices


• Certifications such as MCSA, MCSE, CompTIA Server+ or equivalent are advantageous

Attributes

• Strong customer-service mindset with a helpful and approachable manner


• Excellent written and verbal communication skills


• Ability to explain technical information clearly to non-technical users


• Strong attention to detail and follow-through


• Proactive and responsive in resolving issues


• Ability to prioritise support requests and manage competing deadlines


• Self-motivated with sound problem-solving skills

Key Responsibilities

End-User Support

• Provide first and second-level technical support to onsite and remote staff


• Diagnose and resolve hardware, software and connectivity issues


• Set up, configure and deploy laptops, desktops and mobile devices


• Manage user accounts, access permissions and password resets


• Support staff onboarding and offboarding processes


• Provide guidance and basic training on systems and IT best practices

Systems & Application Support

• Support the day-to-day operation of Microsoft 365, Active Directory and cloud services


• Assist with software installations, updates and patch management


• Monitor system alerts and escalate issues to senior technical resources where required


• Assist in maintaining system availability and performance

Network & Connectivity Support

• Troubleshoot LAN/WAN, VPN and internet connectivity issues


• Provide first-line support for firewalls, switches and routers


• Escalate complex network issues as required

Security & Backup Support

• Support implementation of endpoint security and antivirus solutions


• Assist in monitoring backups and reporting issues


• Promote adherence to IT security policies and safe computing practices

Documentation & Process

• Maintain accurate records of incidents, requests and resolutions


• Update IT documentation, knowledge base articles and user guides


• Contribute to continuous improvement of IT support processes

Project Assistance

• Provide user support during system upgrades, rollouts and IT projects


• Assist with testing and user acceptance activities where required

Systems & Technologies

• Microsoft 365


• Active Directory


• AWS / Azure


• Windows & Linux environments


• Network infrastructure (Firewalls, Switches, Routers)

Perks

• Attractive and competitive salary


• Tenure-based and Performance-based incentives


• Paid time off


• Day shift


• Unlimited cash incentives for hired referrals


• Engagement and Recognition programs


• HMO on day 1


• Work-life balance with a 37.5h week and free weekends


• International career growth and clients


• Opportunities to travel abroad


• Modern air-conditioned offices, located along MacArthur Highway (easy public transportation access), near residences, malls, and restaurants


• Fun and inclusive working environment and great working culture


• Dedicated local support with local Management, HR, onboarding, payroll, and ICT


• Access to unlimited training and micro-competencies to advance your skills

This role is subject to a number of skills and possible online practical tests.
This position is an onsite role at our Pampanga office. Candidate must be willing to work on-site.