IT Support Specialist  

About the company

We are the Manila shared services hub for an Australian kitchenware retailer operating 24 stores, a national warehouse, and a growing ecommerce business. Our Manila team supports Finance, Marketing, Buying, Planning, Customer Service, and Technology — and we are growing.

About the role

We are looking for a dependable IT Support Specialist to be the first point of contact for IT issues across our retail stores, warehouse, and Australian support office. This is an offshore-facing support role — the majority of your stakeholders are in Australia, and you will support them daily by phone, chat, and email.

We are looking for someone who can think fast, stay calm, communicate clearly with non-technical people, and move between very different problems in the same day. Technical knowledge matters, but so does how you handle people.

Offshore or cross-border support experience is strongly preferred. If you have supported teams based outside the Philippines — particularly in Australia — that experience is a real advantage here.

What you will be doing

Remote IT service desk

• Triage and prioritise incoming support requests from Australian retail, warehouse, and office teams
• Troubleshoot retail technology — Point of Sale systems, EftPos terminals, receipt printers, and barcode scanners
• Diagnose and resolve general IT issues across Windows, Mac, and Android devices
• Manage user accounts, device enrolment, and access across cloud-based identity and MDM platforms
• Resolve warehouse tech issues including printers and scanning equipment

Manila office support

• Procure, configure, and deploy laptops and mobile devices for Manila-based staff
• Own the IT onboarding and offboarding process for local team members
• Provide friendly, walk-up IT support to office staff

What we are looking for

• 1 to 3 years of experience in IT support, helpdesk, or desktop support
• Strong written and spoken English — you will be supporting Australian teams remotely every day and communication clarity is non-negotiable
• Experience supporting colleagues or clients based outside the Philippines is a strong advantage
• Broad technical coverage across devices, operating systems, and user management — we care more about range and problem-solving instinct than specific tool certifications
• Familiarity with cloud-based identity or device management platforms (any platform is fine)
• Ability to multitask, prioritise under pressure, and stay calm in a fast-moving environment
• High emotional intelligence — able to de-escalate, empathise, and guide frustrated non-technical users
• Customer-first attitude and genuine ownership of issues from start to resolution
• Desirable but not required
• Experience in a retail, warehouse, or ecommerce environment
• Introductory knowledge of networking or IT security fundamentals
• Weekend availability is required. As a 7-day retail business, this role operates on a rotating roster that includes weekends. We will work with you on an arrangement that suits.

Why join us

• Build real offshore IT support experience with a growing Australian retail business
• Exposure across retail tech, warehouse systems, ecommerce, and corporate IT
• Hybrid working — Ortigas office and work from home
• Clear growth path to Level 2
• Competitive compensation and government-mandated benefits
  

Cover letter required

Applications without a cover letter will not be considered. In your cover letter, please address the following in no more than one page:

1. Describe a time you had to explain a complex IT issue to a non-technical person under pressure. What happened and how did you handle it?
2. Tell us about your experience supporting people remotely — especially across different time zones or locations outside the Philippines.
3. What does good IT support look like to you, beyond just fixing the technical problem?
5. Are you amenable to work on hybrid set, where weekends are work from home?