About the role
At Umpisa Inc., our mission is to make the Philippines be known globally as a tech hub.
Umpisa Inc. is a progressive technology services company that partners with select industries, clients and people to work on pioneering and industry-changing solutions via digital transformation, modern software development and venture building.
We create a set of world-class and impactful products and solutions to help organizations and individuals live better lives. We offer demanding, challenging and rewarding careers in software development, product development, emerging technologies, and more for the right candidates.
Essential Skills:
Aligns with our values: Excellence, Integrity, Professionalism, People Success, Customer Success, Fun, Innovation and Diversity
Strong communication skills
Strong problem solving and analytical skills
Excellent problem-solving ability
Would like to work as part of a self-organizing Scrum team in a scaled agile framework
Must be a self-starter and loves to collaborate with the team and client
Job Summary
We are looking for a dedicated and customer-focused Help Desk / IT Support Specialist to provide first-level technical support to internal users. The ideal candidate has 2-5 years of IT support experience, strong troubleshooting skills, and a passion for delivering excellent technical assistance while ensuring a positive user experience.
Requirements
Key Responsibilities
Provide first-line technical support for hardware, software, and network-related issues
Quickly respond to support requests via ticketing system, email, chat, or phone
Troubleshoot and resolve common IT issues (PCs, laptops, printers, applications, connectivity, etc.)
Escalate complex issues to appropriate teams when necessary
Document issues, resolutions, and procedures clearly and accurately
Assist with user account setup, access management, and basic system administration
Ensure timely and professional communication with end users
Follow IT policies, security standards, and best practices
Requirements
At least 2-5 year of experience in a Help Desk, IT Support, or similar roles.
Intermediate knowledge of:
Windows OS (and/or macOS)
Microsoft 365 / Office applications
Basic networking and troubleshooting
Strong problem-solving and communication skills
Customer-oriented mindset with attention to detail
Ability to work independently and manage multiple support requests
Nice to Have
Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk, etc.)
Basic knowledge of Active Directory or user access management
IT-related certification is a plus but not required
Work Setup & Schedule
Remote set-up
Shift schedule: Mid-Shift from 3:00PM onwards
Shift flexibility may be considered in the future based on performance and team needs
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