Set-up and Location:
ONSITE -
Ayala Mall Ayala Center Cebu, Bohol Street, Cebu Business Park, 6000
Work Schedule:
Dayshift Philippine Time
Employment Type:
Full-time
Ready to do work that actually excites you?
The IT Administrator (Entry-Level) supports the day-to-day IT operations of a fast-paced BPO environment, ensuring that all systems, devices, and users are fully operational to meet business demands.
This role is critical in maintaining high system availability, minimizing downtime, and providing responsive technical support to a large user base across multiple shifts.
You will be part of the frontline IT support team, responsible for handling tickets, resolving common technical issues, and escalating more complex incidents while ensuring a smooth and consistent IT experience for all staff.
What You’ll Do
You’ll be the kind of person who:
Service Desk & End-User Support
Provide first-level technical support for agents and staff (voice, non-voice, and back-office teams)
Respond to incidents and service requests via ticketing system, chat, or walk-up support
Troubleshoot common issues related to desktops, laptops, headsets, printers, and network connectivity
Ensure all tickets are logged, updated, and resolved within agreed SLAs
Workstation & Account Setup
Set up and configure workstations for new hires, including required applications and system access
Assist in onboarding and offboarding activities (account creation, access provisioning, device preparation)
Support password resets, account unlocks, and basic access-related requests
IT Operations Support
Monitor and assist in maintaining uptime of production floors, ensuring minimal disruption to operations
Perform routine checks on systems, internet connectivity, and shared resources
Support shift-based IT coverage, including weekends or holidays if required
Hardware & Software Support
Install, update, and troubleshoot standard software used in BPO operations (e.g., CRM tools, softphones, Microsoft 365)
Assist in managing IT assets, including tagging, tracking, and basic inventory updates
Coordinate repair or replacement of faulty equipment
Escalation & Coordination
Escalate unresolved or complex issues to senior IT staff or vendors
Work closely with network, systems, and application teams to resolve incidents impacting operations
Provide clear updates to users and stakeholders on issue status
Documentation & Compliance
Follow standard IT processes and documentation practices
Maintain accurate records of incidents, assets, and support activities
Adhere to company policies on IT security, data privacy, and acceptable use
