Job Description

Join Our Global IT Support Team!

Are you an IT professional who loves helping end users and is passionate about all things technology? Do you thrive in a fast-paced environment and consider yourself a sharp, proactive go-getter? If so, this is the perfect opportunity to join our IT Support Team in Manila.

We are currently looking for an IT Support Specialist to join our global team. In this role, you will help manage, support, maintain, and enhance IT infrastructure across DOF offices in the Philippines and regional locations. You will play a critical role in delivering excellent user experience for both DOF and onshore teams, ensuring seamless day-to-day IT operations.

As part of the IT Support Team, you will provide technical assistance to end users, contribute to ongoing improvements, and support regional and global projects on an ad hoc basis. This role also offers opportunities for onsite support across DOF locations.

This is an exciting time to join the team. We are looking for someone with strong Service Desk fundamentals, including experience in Active Directory, Office 365, user administration, operating systems, hardware troubleshooting, cloud computing, and network troubleshooting. Familiarity with Incident Management, Request Fulfillment, Problem Management, and Change Management is essential.

Beyond technical expertise, we value individuals who are customer-focused, solutions-driven, and grounded in strong personal values. You should be caring, honest, observant, humble, and rational—someone who practices the principle of “seeking to understand before seeking to resolve.”

To succeed in this role, you should be a critical thinker with strong decision-making skills, capable of identifying and prioritizing high-impact initiatives. A strong sense of ownership, commitment to meeting deliverables, and ability to work within timelines are key.

We are also looking for someone who brings positive energy to the team—collaborative, adaptable, and fun to work with—someone who can engage with different audiences and contribute meaningfully to shared goals.

General Functions:

• Helpdesk Support: Respond to, troubleshoot, and resolve hardware and software issues via phone, email, or in-person desk-side support.
• Hardware & Software Management: Purchasing, install, configure, and maintain computers, laptops, printers, scanners, and other peripheral equipment.
• Network Support: Monitor and maintain LAN/WLAN connectivity, including troubleshooting internet connectivity and basic network infrastructure.
• Onboarding/Offboarding: Provision and deprovision of user accounts (Active Directory/Azure), set up workstations, and install necessary software.
• Documentation & Inventory: Maintain accurate records of IT assets, service requests, and inventory within the ticketing system.
• Security Compliance: Ensure systems are patched, antivirus software is active, and security protocols are followed.

The IT Support Specialist will be responsible for, but not limited to, the following:

• Serve as part of the DOF IT Support team, handling user inquiries and requests across multiple channels (email, self-service portal, chat, and phone) for all DOF users.
• Accurately document all user interactions in ServiceNow, ensuring adherence to ticket handling procedures and maintaining high-quality records.
• Perform thorough initial diagnosis of incidents using technical, logical, and troubleshooting skills, leveraging the knowledge base to restore services as quickly as possible.
• Process IT service requests (REQ) in accordance with established procedures and documented guidelines.
• Take full ownership of tickets, including proper prioritization, tracking, and escalation when necessary; collaborate with 2nd and 3rd level support teams, including internal groups and external vendors, to ensure timely resolution.
• Deliver consistent and high-quality IT support across all available channels.
• Ensure superior end-user experience through professional, responsive, and effective support.
• Provide clear, timely, and proactive communication regarding all IT support-related concerns.
• Share and implement best practices to continuously improve IT Support operations across DOF. Ensure compliance with IT processes, standards, and policies.
• Maintain and contribute to the IT Support Service Catalogue and knowledge base by updating articles and documentation as needed.
• Identify opportunities to improve system performance, stability, and support processes; actively contribute to problem management initiatives.
• Support project initiatives as required, working closely with project managers to ensure successful delivery; acting as a key advocate in preparing IT Support for the transition of new services and applications.
• Demonstrate flexibility and willingness to travel as required by business needs.

Requirements

Who We’re Looking For

We are looking for an individual with a strong analytical and creative mindset—someone who can effectively troubleshoot and deliver solutions using available hardware, software, and collaboration with onsite teams across DOF offices in the region.

You should have a relevant background in IT, with solid knowledge of PC and server hardware, as well as experience in server administration, technical support, and end-user support. Experience within the maritime industry is an advantage but not required.

The ideal candidate is self-motivated, able to work independently, and demonstrates high personal integrity. You are proactive, solutions-oriented, and committed to continuous service improvement, with a strong focus on delivering high-quality support.

Given the global nature of the role, you must be comfortable working with diverse teams and cultures. Strong interpersonal and communication skills in English are essential, along with a professional, approachable, and collaborative attitude.

Technical Skills, Qualifications & Education

• Bachelor’s Degree in Information Technology, Computer Science, or a related field; equivalent hands-on experience may be considered
• 1–3+ years of experience in IT support, helpdesk, or desktop support
• Working knowledge of ITIL processes and IT Service Management (ITSM)
• Experience with Windows 10/11, Microsoft Office 365, and Active Directory/MS Azure/Exchange Online
• The ability to work independently, self-organized is crucial for this role
• Familiarity with Windows Server infrastructure and basic server administration
• Solid understanding of networking (LAN/WAN), including basic troubleshooting
• Experience with Hyper-V and virtual machine management is an advantage
• Basic knowledge of firewall and router configuration
• Ability to troubleshoot PCs, printers, and common office peripherals
• Strong problem-solving skills with a proactive and customer-focused mindset
• Excellent verbal and written communication skills, with the ability to clearly explain technical concepts to non-technical users
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft) are a plus

Benefits

We offer all our employees the benefit of working in a safe and supportive environment, where all are treated with dignity and respect. The salary will be commensurate with qualifications and experience. Along with many benefits such as access to our Employee Assistance Program.

DOF is an employer who embraces Equal Opportunity and promotes diversity in its workforce.

If you believe you have what it takes; share our values of respect, integrity, teamwork, excellence and safety; and want a career working with DOF, we encourage you to apply. Please upload your Resume and Cover Letter to this vacancy, addressing the requirements of the role.

Shortlisting of candidates will commence immediately.

We offer all our employees the benefit of working in a safe and supporting environment, where all are treated with dignity and respect.