This role is responsible for delivering reliable, region-specific technical support across the Asia-Pacific region, primarily serving users in Manila with extended coverage to New Zealand, Australia, South Korea, and Japan. As a remote position, it requires close coordination with global colleagues in the US, London, and Amsterdam to ensure seamless technology operations.
Key Responsibilities
- Provide prompt and effective technical assistance to minimize downtime and support user productivity.
- Configure, manage, and maintain core technology platforms including identity services, cloud environments, and collaboration tools such as Active Directory, Google Workspace, Microsoft 365, Azure Intune, JAMF, and the Atlassian suite.
- Support and administer end-user devices running Windows and macOS, leveraging MDM solutions like Intune and JAMF for secure and scalable management.
- Develop clear technical documentation—including step-by-step guides and configuration manuals—to promote self-service and knowledge sharing across teams.
- Manage the full user lifecycle, from onboarding and technical training to secure offboarding procedures.
- Support global technology initiatives such as software rollouts, system upgrades, and infrastructure enhancements, ensuring alignment with organizational standards.
- Track and report on project progress with regular, transparent updates to stakeholders.
- Work closely with internal departments, external partners, and distributed teams to deliver successful outcomes.
- Maintain consistent communication through virtual meetings and status reporting, adapting to time zone differences with occasional flexibility in scheduling.
- Help implement and uphold global technology best practices within the region.
Qualifications
Candidates should bring at least five years of experience in technical support, with a proven ability to support diverse users in mixed Windows and macOS environments. Strong troubleshooting skills across hardware, software, and network systems are essential.
Proficiency in identity and access management, security principles, and platforms like Google Workspace and Microsoft 365 is required. The role demands excellent written and verbal communication skills, with a focus on clear, user-friendly interactions.
Experience with remote support tools, time zone collaboration, and self-directed work management is critical. Fluency in English is mandatory.
Preferred Skills
- Proficiency in Korean or Japanese (written and spoken) is highly valued.
- Background in AWS or Azure cloud platforms, participation in technology deployment projects, or experience working in Kanban or Agile frameworks is advantageous.
Work Environment
This is a remote position with a global footprint, emphasizing flexibility, cross-cultural collaboration, and proactive problem solving. The role supports a distributed workforce and requires occasional adjustments to working hours to align with teams in Europe and the US. The organization values knowledge sharing, adaptability, and continuous improvement in its technology practices.
