Job Description:

About The Role

As part of the IT Support team, the IT Support Specialist is focused on providing extraordinary internal customer services by managing software, deploying hardware, supporting new tooling, and most importantly focusing on the needs of our internal Remitly team.

You will support our users with basic troubleshooting of hardware and software systems all the way to escalating problems to vendor support for our internal customers when needed. You will be the primary point of contact for all things support for our internal customers, routing tickets to other teams and working on issues until full resolution for our internal team.

You Will

• You will work onsite and report to the IT Lead in Manila
• Perform remote and on site analysis, diagnosis, and resolution
• Respond to incoming Helpdesk requests, and alerts regarding employee IT concerns
• Administer and resolve issues with associated end-user workstations (Mac, PCs, ChromeOS) including client-side patching activities
• Maintain the network infrastructure(Switches, routers, firewall appliances and Access Points) of the site and related services(Radius, DHCP, DNS and Access rules)
• Help with inventory-related projects including equipment tracking, ordering and shipping
• Onboarding and off-boarding new employees, creating AD accounts and provisioning hardware on site
• Perform basic computer administration tasks including Group Policy creation and management, MDM administration, and automated software deployment
• Administer business apps like Okta, G Suite, Zoom, Slack, AWS Workspaces, Jira, and Wiki (Confluence)
• Share technical information to end-users
• Provide excellent support for internal customers and work with vendors when escalating issues
• Recommend and document procedure modifications or improvements
• Remain informed about the events, trends, and developments which affect the role, business area(s), and the financial services industry
• Additional responsibilities as assigned.
  

You Have

• A BS in Computer Science or equivalent professional experience.
• Maintain an empathetic partnership with the teams we support.
• A firm sense of responsibility combined with a "whatever it takes" and "fearlessness towards failure" mindset.
• 2+ years of technical support experience.
• A solid understanding of the principles of networking and the OSI model.
• Experience with DHCP, TCP/IP, and DNS.
• Experience with macOS, iOS, Windows 10 and 11, Server 20*, and Android.
• Understanding on FIDO2 and WebAuth technologies.
• Investigative skills in a fast-paced, rapid-growth environment.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.