Information Technology Officer
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Job Location:
National Capital Region - Philippines
Monthly Salary:
PHP 80000 - 120000
Experience Required:
3years
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
The Information Technology Officer (ITO) plays a critical role in supporting Computermans managed services clients by resolving the majority of day-to-day IT support requests while progressively developing deeper technical capability.
This role sits between Level 1 and Level 3 with a strong focus on high-volume Level 1 and Level 2 ticket ownership structured troubleshooting clear client communication and consistent delivery. The ITO is trusted to work with minimal supervision follow documented standards and escalate responsibly when complexity or risk exceeds authority.
Work Ratio (Indicative)
- 7075% Level 1 & Level 2 ticket resolution and ownership
- 1015% Assisted Level 3 work and exposure to higher-complexity issues
- 1015% Documentation process adherence and project/change support
(Throughput expectations adjust when assisting with complex or project-based work.)
What Youll Do
Youll be the kind of person who takes ownership works methodically and communicates clearly.
Helpdesk & Ticket Ownership
- Resolve Level 1 and Level 2 tickets end-to-end across the MSP stack.
- Own tickets from assignment through resolution and documentation.
- Apply structured troubleshooting and root-cause analysis.
- Escalate early and appropriately when scope risk or complexity increases.
- Maintain proactive clear communication with clients at all times.
- Prevent stale or unattended tickets and meet SLA commitments.
Endpoint OS & Device Support
- Support Windows and macOS environments.
- Perform device setup deployment and user onboarding/offboarding.
- Troubleshoot OS application performance and peripheral issues.
- Assist with Intune enrollment compliance and app deployment.
Microsoft 365 Operational Support
- Day-to-day administration of Microsoft 365 tenants.
- User group and license management.
- Basic Entra ID administration and MFA support.
- Exchange Online mailbox and mail flow troubleshooting.
- SharePoint OneDrive and Teams access and sync support.
- Apply security and governance standards when making changes.
Security Backup & Networking Support
- Respond to common security alerts under guidance.
- Support endpoint protection email security and identity controls.
- Perform Microsoft 365 backup restores following procedure.
- Assist with backup testing and incident response.
- Troubleshoot SMB networking issues (Wi-Fi DNS connectivity).
- Support Meraki and UniFi environments at a support level.
Telephony (3CX)
- User and extension management.
- Basic call flows queues and voicemail configuration.
- Troubleshoot common call quality and registration issues.
- Escalate complex SIP or network-related problems.
Projects Documentation & Process
- Assist with project delivery under senior engineer guidance.
- Support desktop rollouts user deployments and minor upgrades.
- Maintain accurate ticket notes and update IT Glue documentation.
- Follow SOPs and contribute process improvements when identified.
Performance is measured on throughput quality consistency and ownership.
- Target throughput: 3040 points per day (weekly average)
- Indicative ticket weighting:
Level 1: 1.0 point
Level 2: 1.5 points
Assisted Level 3: 1.02.0 points (context dependent) - First response SLA: 100% compliance
- Utilisation target: 7580%
- Clear documentation on all resolved tickets
- Low rework and repeat incidents
- Positive client feedback (CSAT)
- Zero tolerance for stale or abandoned tickets
Requirements
What You Bring
Core Requirements (Non-Negotiables)
- 3 years of recent experience in an MSP environment
- Strong capability handling Level 1 and Level 2 tickets independently
- Experience with Microsoft 365 Intune (operational use) and Entra ID basics
- Exposure to Meraki or UniFi and 3CX (user/basic configuration)
- Confident phone-based client communication
- Ability to prioritise manage time and work within SLAs
- High attention to detail ownership mindset and reliability
Tooling & Platforms
- PSA: Autotask (or similar)
- Documentation: IT Glue
- RMM: Datto RMM
- Security: Datto AV / EDR Datto SaaS Protection
- Microsoft 365 Admin Centre
Why This Role Matters
This role enables Computermans leadership to step away from frontline support while ensuring clients continue to receive consistent high-quality service. For the right candidate it offers clear progression toward senior MSP capability hands-on exposure to complex environments and the opportunity to grow within a structured standards-driven MSP.
Benefits
Required Skills:
What You Bring Core Requirements (Non-Negotiables) 5 years of recent experience in an MSP environment Strong capability handling Level 1 and Level 2 tickets independently Experience with Microsoft 365 Intune (operational use) and Entra ID basics Exposure to Meraki or UniFi and 3CX (user/basic configuration) Confident phone-based client communication Ability to prioritise manage time and work within SLAs High attention to detail ownership mindset and reliability Tooling & Platforms PSA: Autotask (or similar) Documentation: IT Glue RMM: Datto RMM Security: Datto AV / EDR Datto SaaS Protection Microsoft 365 Admin Centre
Required Education:
Bachelors Degree
Company Industry
IT Services and IT Consulting
Key Skills
- Active Directory
- Customer Service
- Information Technology
- Database
- Information Security
- Infrastructure
- Project Management
- Sharepoint
- Troubleshoot
- Desktop
- Computer System
- Ensure Compliance
- Procedures
- hardware
- Technical Support
