Job Purpose

This is a hands-on, high-ownership IT support role based in our Philippines office. You’ll be the person our team turns to when something’s not working, and the person who makes sure it rarely gets to that point in the first place.

Working as part of a two-person IT team alongside a colleague in the UK, you’ll take real responsibility for keeping our Philippines office running smoothly: from day-to-day hardware and software support to managing infrastructure, security, and playing a key role in rolling out company-wide solutions like SSO and MDM.

It’s a role where no two days look the same, and where your initiative, curiosity, and genuine care for the people around you will make a real difference.

Scope of Duties and Responsibilities

The Employee is expected to perform the following primary duties and responsibilities, including but not limited to:

Core Responsibilities

Your primary focus is to ensure our Philippines team is always connected, productive, and supported — while maintaining the security standards and controls that BrightLocal and our customers expect.

• User Support & Troubleshooting: Be the first point of contact for hardware, software, and network issues — resolving them quickly and effectively to keep disruption to a minimum.

• Infrastructure & Security Management: Maintain a secure IT environment covering anti-virus, firewalls, OS updates, VPN access, and password policies.

• Asset & Inventory Management: Own the full IT asset lifecycle — tagging, procurement, laptop provisioning, and replacement.

• Software Administration: Manage onboarding/offboarding processes, licence audits, and compliance across all software tools.

• Office IT Support: Keep office infrastructure running smoothly — printers, conferencing hardware, and room booking systems.

• Global Collaboration: Work closely with your IT colleague in the UK to coordinate system upgrades, vendor relationships, and company-wide rollouts.

• Strategic Projects: Play an active role in implementing our Single Sign-On (SSO) and Mobile Device Management (MDM) solutions.

• Remote Support: Occasionally support users outside the Philippines, strictly within Philippines business hours.

The Company may reasonably modify or assign related duties consistent with the role, business needs, and the Employee’s qualifications, in accordance with the Philippine Labor Code.

Role-Specific Tasks

Key activities you’ll own on a regular basis:

• IT Helpdesk & Issue Resolution: Log, prioritise, and resolve support tickets in a timely manner, ensuring SLA targets are met.

• Device Provisioning: Source, configure, and deploy laptops and peripherals for new starters and replacements.

• Licence & Compliance Audits: Conduct regular reviews to ensure software licensing compliance across the Philippines office.

• Security Policy Enforcement: Ensure adherence to IT policies including anti-virus, firewall rules, OS patching, and VPN usage.

• Network & Office Management: Oversee network reliability, printer management, conferencing setup, and room-booking software.

• SSO & MDM Implementation: Contribute to the investigation, planning, and rollout of these solutions across the organisation.

• IT Policy Extension: Apply and adapt global IT policies to the Philippines office context, flagging any local compliance considerations.

Performance Standards

The Employee’s performance shall be assessed based on, but not limited to, the following:

• Responsiveness & Resolution Quality: Timely, effective resolution of IT issues with minimal business disruption and high user satisfaction.

• Security & Compliance: Consistent adherence to IT security policies, with no avoidable breaches or compliance gaps.

• Asset Accuracy: Up-to-date, accurate IT inventory records with full lifecycle management.

• Project Contribution: Meaningful progress on strategic initiatives (SSO, MDM) within agreed timelines.

• Communication & Collaboration: Professional, proactive communication with the UK-based IT team and Philippines stakeholders, maintaining clear documentation and handover notes.

• Continuous Improvement: A track record of identifying inefficiencies and proposing or implementing practical improvements.

Required Skills, Qualifications, and Experience

Minimum Qualifications

Educational background:

• Bachelor’s Degree in Information Technology, Computer Science, or a related field; OR equivalent progressive IT experience.

Professional experience:

• A minimum of 2–3 years of hands-on IT support experience in a fast-paced environment.

• Experience supporting a distributed or remote workforce is a strong advantage.

Technical Skills

• Strong knowledge of Windows operating systems; ChromeOS familiarity is a plus

• Google Workspace administration

• VPN management and IT security best practices

• Remote device management

• IT asset management

• Familiarity with MDM and SSO solutions (experience implementing either is a strong advantage)

Core Competencies

• Problem-Solving: You see a problem and you fix it — calmly, methodically, and without drama.

• Communication: Strong written and verbal communication skills, particularly in a remote/async environment with international colleagues.

• Time Management: Ability to juggle competing priorities, manage your own workload, and keep commitments.

• Curiosity & Adaptability: A genuine desire to learn, improve, and keep pace with evolving technology.

• Self-Motivation: You don’t wait to be told — you take charge, take ownership, and take pride in your work.

• Cross-Cultural Awareness: Comfortable working with global stakeholders, particularly UK-based colleagues, with empathy and professionalism.