IT Support Technician Job at Instructure (Manila)

IT Support Technician

Instructure

Location:

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. We are seeking a highly motivated and customer-focused IT Helpdesk Technician to provide exceptional technical support to our employees. The ideal candidate will be a proactive problem-solver with a strong understanding of IT fundamentals and a passion for delivering excellent service. You will be the first point of contact for IT-related issues, ensuring timely and effective resolutions to keep our employees productive.

Job Responsibility:

Provide First-Level Technical Support: Respond to and resolve IT support requests via phone, email, ticketing system, and in person
Troubleshoot Hardware and Software Issues: Diagnose and resolve issues related to desktops, laptops, printers, peripherals, operating systems (Windows, macOS), and common software applications
User Account Management: Create, modify, and disable user accounts in Active Directory and other relevant systems
Network Support: Assist with basic network troubleshooting, including connectivity issues and VPN support
Software Installation and Configuration: Install, configure, and update software applications as needed
Hardware Maintenance: Perform basic hardware maintenance and repairs, and coordinate with vendors for more complex issues
Documentation: Maintain accurate records of support requests, resolutions, and IT inventory. Create and update knowledge base articles and user guides
Escalation: Escalate complex issues to higher-level support teams as necessary
Customer Service: Provide excellent customer service and maintain a professional and positive attitude
Remote Support: Provide remote support to users in various locations
Adhere to IT Policies: Follow company IT policies and procedures to ensure security and compliance
Onboarding/Offboarding: Assist with the IT aspects of employee onboarding and offboarding

Requirements:

Minimum of 1-3 years of experience in an IT helpdesk or technical support role
Strong understanding of Windows and macOS operating systems
Proficiency in troubleshooting hardware and software issues
Experience with Active Directory and user account management
Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
Experience with ticketing systems (e.g., Jira Service Management, ServiceNow)
Excellent communication and interpersonal skills
Strong problem-solving and analytical skills
Ability to work independently and as part of a team
Customer-focused with a strong commitment to providing excellent service
Ability to prioritize and manage multiple tasks effectively
Fluent in English, both written and verbal
Willingness to learn and adapt to new technologies

Nice to have:

IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional)
Experience with cloud-based applications (e.g., Google Workspace, Microsoft 365)
Experience with video conferencing systems (e.g., Google Meet, Zoom, Microsoft Teams)
Experience with MDM solutions (e.g., Jamf, Intune)

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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