29/04/2026
Job Title: Offshore IT Support Specialist
Location: On-site | Full-Time | Kepwealth Center, Ayala Cebu Business Park Area
Role Summary
This is a generalist IT support role — not a software engineering position. You won't be writing code or designing system architecture. Instead, you'll be the person who keeps things running smoothly across the organization: administering email systems, managing desktop environments, preparing documents, troubleshooting user-reported issues, monitoring error logs, and helping team members solve everyday tech problems. The scope of this role will evolve over time as new internal tools are developed.
The ideal candidate is someone who may not know how to do everything on day one (the scope of IT support is broad), but who is resourceful and tech-savvy enough to identify problems clearly, research solutions independently, and exercise strong judgment — especially around security.
Key Responsibilities
Desktop Support & Endpoint Management
- Ensure all personnel computer systems are running the current OS versions and that all application software is kept up to date.
- Install, configure, and maintain antivirus and other security software across all company devices, verifying that definitions and settings are correct.
- Enforce endpoint lockdown policies so that end users cannot install software on their own — all software installations, updates, and removals must go through DesktopSupport
- Manage user permissions and local admin access to maintain a secure, standardized desktop environment
- Coordinate remote patching, updates, and system hardening for all company-issued devices
Email & Account Administration
- Outlook email administration: creating accounts, updating licensing, setting up inbox and forwarding rules, managing the archival process
- Supportemail administration: creating and configuring newsupportemail accounts
Document & Asset Management
- Facility training document conversions, including signature verbiage additions and input field preparations
- General document conversions (converting file types, modifying PDFs to add input fields, etc.)
- Facility image size and quality optimizations
Internal IT Support
- Answering computersupportinquiries from any BravoCare team member, covering hardware issues, networking issues, and software issues
- Troubleshooting and resolving day-to-day technology problems for the internal team
Tier 1 User Technical Support
- Fielding tech-relatedsupportrequests from BravoCare users (clinicians and facilities) via phone and chat
- Performing base-level investigation to determine whether an issue is on the user's device/network before escalating to the engineering team
- Following structured troubleshooting workflows (for example: a clinician reports not receiving a password reset email — you would check whether the email was sent, verify the address matches, check junk folders, attempt a resend, and only escalate to the dev team as a bug report if all steps fail)
Monitoring & Log Review
- Monitoring the Address Validation log throughout the day
- Reviewing and handling Timeclock report errors log
- Flagging and resolving issues surfaced by these logs in a timely manner
Required Qualifications
- 2+ years of experience in anIT support,helpdesk, or desktopsupportrole
- Hands-on experience with endpoint management — OS patching, software deployment, and enforcing user permission policies (via MDM tools, Group Policy, or equivalent)
- Working knowledge of antivirus/endpoint security platforms (installation, configuration, monitoring)
- Strong familiarity with Microsoft 365 / Outlook administration (mailbox setup, licensing, rules, forwarding)
- Experience with basic document management — PDF editing, file conversions, image optimization
- Demonstrated ability to troubleshoot end-user tech issues across devices, browsers, and networks
- Excellent written and spoken English — you'll be communicating directly with U.S.-based nurses, facilities, and internal team members
- Strong independent problem-solving skills: able to take a vague problem description from a non-technical user, articulate the actual issue clearly, and research a solution
- Security-conscious mindset — you understand the risks of modifying system configurations, user permissions, and security software, and you proceed carefully
Preferred Qualifications
- Technical diploma or degree in IT, Computer Science, or a related field is a plus, but not required
- Experience with remote desktop management tools (e.g., Intune, Jamf, ConnectWise, TeamViewer, or similar RMM platforms)
- Familiarity with Windows Group Policy for enforcing software installation restrictions
- Experience supporting a SaaS platform or healthcare technology product
- Familiarity with ticketing systems (Zendesk, Freshdesk, JiraServiceDesk, or similar)
- Prior experience in a BPO, offshoresupportcenter, or remotesupportenvironment
- Basic understanding of email deliverability (SPF, DKIM, spam filtering) — helpful for troubleshooting password reset and notification delivery issues
- Experience creating or following SOPs for technical workflows
How to Apply
Interested applicants may send their updated resume to:
[email protected]
Please use the subject line:
Application – IT Support Specialist