Onsite Support Associate

Seamless IT Support for a World of Global Opportunities Great technology support creates exceptional workplaces and uninterrupted global operations. Make your mark as an Onsite Support Associate , resolving technical challenges, optimizing IT infrastructure, and supporting professionals across international business teams. At Emapta, your expertise strengthens business continuity and employee productivity while opening doors to continuous learning, professional development, and a rewarding global career designed for top 1% talent. Your Career at a Glance Employment Type: Full-time Shift: Rotating Shift, Shifting Days Off Work Setup: Onsite, Ortigas Exciting Perks Await! Competitive Salary Package HMO coverage with free dependent upon regularization Prime office location in Ortigas (easy access to MRT stations, restaurants, and banks) Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with a minimum of 6 months of company tenure.) Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/) Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer! Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!) Unlimited opportunities for employee referral incentives across the organization Standard government and Emapta benefits A total of 20 annual leave credits to use at your discretion (including 5 credits convertible to cash) Fun engagement activities for employees Mentorship and exposure to global leaders and teams Career growth opportunities Diverse and supportive work environment The Qualifications We Seek Education Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related technical field. Relevant technical certifications , such as CompTIA A+, Microsoft, ITIL, or equivalent , are an advantage. An equivalent combination of education, technical training, and relevant experience may be considered. Experience At least 6 months to 1 year of relevant experience in IT support, desktop support, technical support, or a related field. Experience in providing onsite technical assistance to end users, including hardware, software, peripheral, and connectivity support. Experience in computer setup, installation, configuration, maintenance, and troubleshooting . Familiarity with IT ticketing or service management systems for documenting, tracking, and resolving support requests is preferred. Knowledge and Skills Basic to intermediate knowledge of desktop computers, laptops, printers, peripherals, and other IT equipment. Proficiency in Windows operating systems, Microsoft 365, and common enterprise applications . Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and network connectivity . Ability to install, configure, maintain, and troubleshoot hardware, software, and peripheral devices. Basic knowledge of Active Directory, user account administration, password resets, and access management . Familiarity with IT support procedures, incident management, ticket documentation, and escalation protocols . Your Daily Tasks End-User Support Provide hands-on technical assistance to resolve hardware, software, and peripheral issues. Troubleshoot and resolve technical incidents that cannot be addressed remotely. Support the setup, configuration, and maintenance of desktops, laptops, and other approved mobile devices. Incident & Request Management Log, track, and resolve IT support tickets through the IT Service Management (ITSM) system within established service-level agreements (SLAs). Escalate complex technical issues to the appropriate resolver groups when necessary. Conduct root cause analysis to identify and address recurring technical problems. Hardware & Asset Management Deploy, install, and configure IT equipment for new hires and device replacements. Maintain accurate IT asset inventories and ensure compliance with established asset management policies. Coordinate equipment repairs and warranty claims with vendors. Network & Connectivity Support Diagnose and resolve LAN and Wi-Fi connectivity issues through basic network troubleshooting. Assist onsite users with VPN configuration and connectivity issues. Collaboration & Communication Serve as the first point of contact for onsite IT concerns and technical support requests. Communicate incident status updates, technical resolutions, and support progress clearly to end users. Collaborate with remote support teams and other IT departments to ensure seamless service delivery. Operational Excellence Ensure adherence to established IT security policies, compliance standards, and procedures. Document technical processes, incident resolutions, and support guides to facilitate knowledge transfer. Recommend and implement IT service improvements to enhance operational efficiency and end-user satisfaction. Other Responsibilities Perform additional administrative, operational, or project-related tasks as assigned by management. Join Emapta, recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success. Be part of a team that showcases Filipino excellence to the world. With over 30 offices across 11 countries and 1,200+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started. At Emapta, you're not just joining a company-you're becoming part of a thriving community of 13,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make. "We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire." Tim Vorbach, CEO #EmaptaEra