IT Support Engineer

MedSpecialized, Inc. is looking for an IT Support Engineer!

MedSpecialized is a Business Processing Outsourcing company catering to the Healthcare and IT service needs of the Meditab Group of Companies based in the United States of America. This role will be working with ER Tech Pros. Read more about their business here: https://www.ertechpros.com/

Position Overview: As an IT Support, you will play a critical role in ensuring the smooth operation of our IT systems, resolving technical issues, and contributing to a positive user experience.

Work Schedule and Arrangement: 9:00 PM - 6:00 AM Gliding Shift, Onsite

Office Location: 8th floor Skyrise 4B Building, IT Park, Lahug, Cebu City, Cebu


Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, chat, and email.
• Handle assigned support emails and respond to inquiries in a timely and professional manner.
• Receive, manage, and resolve calls, transferring cases to the appropriate department when required.
• Perform remote troubleshooting using diagnostic tools, established procedures, and targeted questioning.
• Identify the most appropriate solution based on the issue description, system behavior, and user-provided details.
• Escalate unresolved or complex issues to higher-level support teams in accordance with escalation protocols.
• Coordinate with internal teams to address user requests and ensure proper follow-through and resolution.

• Monitor, manage, and support installed systems to ensure performance, availability, and compliance with organizational standards.
• Install, configure, test, and maintain operating systems, application software, and system management tools.
• Support availability through proactive monitoring, troubleshooting, and incident response.
• Assist in evaluating existing systems and providing technical input to improve reliability and efficiency.

• Receive, log, triage, and prioritize support requests through ticketing systems, phone calls, chat, and email.
• Categorize incidents and service requests, assigning or escalating tickets to appropriate support level as needed.
• Monitor SLA compliance and ensure timely and accurate resolution of all assigned tickets.

• Update ticket statuses (Open, In Progress, Pending, Resolved) and document all actions taken, including time entries, technician notes, and resolution details.
• Close tickets with clear, complete, and accurate resolution summaries.
• Maintain and update troubleshooting documentation, knowledge bases, and standard operating procedures.
• Provide support to team members as needed and assist the Team Lead with reports and documentation.
• Act as a point of contact when the Team Lead is unavailable, as applicable.

• Perform desktop and laptop setup, deployment, workstation reinstallation, and relocation. (Priority for Asset)
• Install, configure, and troubleshoot printers and peripheral devices, including monitors, keyboards, mice, webcams, and UPS units.
• Conduct basic hardware diagnostics and coordinate or perform component replacements such as RAM, SSD, and HDD.
• Update records for accurate asset tagging and hardware documentation.
• Perform basic hardware cleaning and preventive maintenance to support equipment longevity.

• Troubleshoot LAN and Wi-Fi connectivity issues for internal users.
• Configure, support, and troubleshoot VPN access.
• Perform basic router and switch checks and network configurations.
• Configure IP addresses and validate network performance through speed and connectivity testing.

• Install, uninstall, activate, and update approved software applications in accordance with security and compliance policies.
• Perform operating system installations, patching, and updates for Windows and macOS.
• Configure and support Google Workspace (G Suite) and antivirus software.
• Troubleshoot system, application, VPN, and RDP-related issues.
• Excludes general instructional or “how-to” requests such as Google Sheets formula creation or basic end-user computer operation guidance.

• Assist with conference room audio-visual setup and troubleshooting.
• Perform basic server room checks, including environmental conditions and power monitoring.

Requirements:

• Graduate of a 2-year Associate program in Information Technology, Computer Science, or a related field.
• 6 months to 1 year of hands-on experience in a Helpdesk or Technical Support role.
• Core Skills:
  ○ Proficiency in Active Directory (User creation, password resets, Group Policy).
  ○ Administration experience with G Suite and Microsoft 365.
  ○ Solid understanding of Basic Networking (TCP/IP, DNS, DHCP, Wi-Fi).
  ○ Strong Hardware Troubleshooting skills (specifically printers/scanners).
  ○ Advanced software troubleshooting for Windows and macOS environments.

Nice-to-Have:

• Experience with VOIP phone systems.
• Foundational knowledge of AWS (Amazon Web Services).
• Basic Server Management experience.

• Monthly salary of 16,000PHP - 20,000PHP
• New hire bonus of 5,000PHP
• Risk allowance of 2,000PHP

Perks and other benefits:

• Paid Training Period
• All national Philippines and USA holidays are observed
• Paid time off—public holidays, vacation, and personal time off
• Robust and effective Government Benefits Administration
• Lactation breaks (for breastfeeding moms)
• Discounted optical services with our partner clinic
• Free lunch/dinner and unlimited coffee and ice cream daily (for onsite employees)
• Free Health insurance with one (1) free dependent
• Free Life insurance
• Free Accident insurance
• Relocation allowance for new hires (from outside Cebu)
• Company-sponsored outings
• Interest-based employee clubs (DOTA, Basketball, Dance, Music, Photography, Yoga)
• International travel opportunities (India and US office)

Our Recruitment Process:

1. Candidate Application Form
2. General Assessment 
3. Phone Screening
4. Technical Interview
5. Reference Check
6. Job Offer
7. Training

Disclaimer for salary ranges: Salary ranges may not be applicable to all. Depending on the level of experience, educational background, and potential for growth seen during interviews, offers may go higher or lower.

Pro tip: prepare for that interview and impress the hiring managers!

For more information about our company, visit our website: www.medspecialized.com