**TYLin** is a globally recognized, full-service infrastructure consulting firm committed to providing innovative, cost-effective, constructible designs for the global infrastructure market. With over 3,000 employees throughout the Americas, Asia, and Europe, the firm provides support on projects of varying size and complexity. Together, we enhance conventional designs with smarter, more resilient systems. We provide people with better mobility. We steward precious resources by finding more sustainable solutions. **Job Summary** Our IT Shared Services Sector is seeking a tech-savvy IT Support Technician to join our Manila team. This Tier 1 role operates on a hybrid setup, requiring at least three days onsite per week (or as needed), and provides support to employees across the Asia Pacific region, while also serving as backup support for North American users during 8:00 AM to 5:00 PM Manila time. Reporting to the IT Manager, this role requires a minimum of 3 years of experience in an IT support capacity. The position is part of a geographically dispersed Service Desk team, responsible for delivering frontline technical support to internal employees. The successful candidate will resolve technology-related issues in a professional, timely, and accurate manner, ensuring a positive user experience across the organization. **Responsibilities & Qualifications** **Key Responsibilities** + Provide timely and professional technical support via phone, email, and web portal, serving as the first point of contact for end-users. + Troubleshoot and resolve IT issues using available knowledge resources; when solutions aren’t readily available, demonstrate initiative and curiosity to find answers. + Collaborate in real time via team chat, engaging with peers and Tier 2 specialists for guidance and escalation. + Accurately document all support activities in the ticketing system, including issue details, troubleshooting steps, and resolutions. + Identify and communicate knowledge gaps, contributing to continuous improvement by working with Tier 2 to develop new documentation. + Follow standardized procedures and escalate when undefined processes require guidance or clarification. + Escalate complex or undocumented issues appropriately, partnering with Tier 2 and specialized teams as needed. **Qualifications and Skills** + Willingness to work an 8-hour shift between 6:00 AM to 6:00 PM Manila Time; flexibility may be required depending on regional support needs. + Associate degree in an IT-related field required; bachelor’s degree preferred. + Minimum of 3 years’ experience in technical support within a structured Service Desk or Help Desk environment supporting mid-to-large organizations. + Strong communication skills, both verbal and written, are essential for engaging with users of diverse technical backgrounds. + Self-motivated and dependable, able to manage time and priorities effectively with minimal supervision. + Naturally curious, solutions-oriented, and enthusiastic about emerging technologies. + Experienced in using ticketing systems and following incident management workflows. + Proficient in Windows OS troubleshooting and familiar with Microsoft 365 (Office apps, Teams, SharePoint), including MFA and Admin Portal. + Skilled in software delivery and installation, with a solid understanding of remote support tools and endpoint management platforms like SCCM/MECM. + Knowledgeable in Active Directory, Azure AD, and user account provisioning. + Comfortable with basic network troubleshooting (LAN, Wi-Fi, VPN, Remote Desktop). + Able to diagnose and resolve issues with hardware components, including laptops, docking stations, and peripherals. + Familiarity with mobile device support (iOS, Android) and collaboration technologies. + Experience supporting design and engineering software such as AutoCAD, BIM, and Bentley products is a strong plus. **Additional Information** TYLin’s Philippine Branch was founded in Manila in 2021. The branch office is working on the Bataan-Cavite Interlink Bridge (BCIB) project, a high-profile and one of the biggest infrastructure projects of the Philippine Government. The Philippine Branch office envisions itself to become a major industry player by promoting its services to various sectors. At TYLin Philippines, we recognize the significance of achieving a balanced work- life dynamic. Our mission is to foster an environment where you can professionally and personally flourish. Here’s why TYLin Philippines is an ideal place to advance your career: **Invest in Your Growth** + Focus on People Development: We are dedicated to your professional growth. Access training programs, mentorship opportunities, and career development initiatives to reach your full potential. + Continuing Education Support: Invest in your future with access to tuition assistance and professional development programs. **A Culture of Care** + Employee Assistance Program: Access confidential counseling and support services to address personal and work-related challenges. This includes counseling assistance for traumatic/assault cases, mental health coverage with some sessions of MindCare Counseling per member per year, and preventive care services through our insurance providers. + Generous Time Off: Take advantage of our generous vacation and sick leave benefits to recharge and spend quality time with loved ones. Join TYLin Philippines and experience a rewarding career where you can build a fulfilling life both inside and outside the workplace.