Hire Overseas

IT Support Specialist

Hire Overseas

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Tech Stack

AndroidSQL

About the role

  • Serve as the dedicated IT support resource for the HR team and broader internal staff
  • Handle help desk requests including account access, software troubleshooting, connectivity issues, and hardware support
  • Triage and resolve internal IT tickets promptly, escalating to engineering when issues require deeper technical investigation
  • Maintain clear documentation of recurring issues and resolutions to reduce repeat requests
  • Onboard new team members from an IT perspective including account setup, device provisioning, and access management
  • Manage and maintain the Android tablet fleet and mobile device management platform including Samsung Knox or equivalent
  • Adjust device configurations as vendor platform capabilities evolve
  • Enable new functionality, security settings, and device policies across the full device fleet
  • Build and maintain device profiles that support clinical workflows in the field
  • Establish and manage an incremental release process for device configuration updates
  • Manage device acquisition, onboarding, and deployment processes end to end
  • Configure and enroll new tablets into device management portals consistently before deployment
  • Ensure every device is properly configured before it reaches a clinician
  • Track device inventory and lifecycle status across the full fleet
  • Provide Tier 2 support for device-related issues including complex configuration and connectivity problems
  • Troubleshoot and resolve issues quickly with a target resolution time under 30 minutes for critical issues
  • Document device management processes and troubleshooting procedures clearly enough for others to follow
  • Support the transition of Tier 1 device support responsibilities to other team members as the function scales
  • Identify opportunities to improve device reliability, performance, and usability across the fleet
  • Support rollout of new device capabilities and updates with minimal disruption to clinical teams
  • Work cross-functionally with IT, engineering, and operations to ensure the device environment keeps pace with operational and clinical needs
  • Track all active tasks, user requests, and engineering dependencies to ensure nothing falls through the cracks
  • Maintain and improve runbooks for triaging and troubleshooting as the company grows
  • Configure and enforce device policies, profiles, and security settings across the fleet
  • Keep documentation current and organized so the support process scales without knowledge bottlenecks

Requirements

  • Hands-on experience managing Android devices in an enterprise or large-scale deployment environment
  • Solid general IT support background including help desk, troubleshooting, and user-facing support
  • Experience with mobile device management platforms, with Samsung Knox or equivalent strongly preferred
  • Strong troubleshooting skills across mobile device systems, configurations, and connectivity
  • Comfort navigating production databases using SQL and running scripts via CLI to investigate issues
  • Ability to translate complex technical issues clearly for non-technical clinical and operations audiences
  • Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion
  • Strong written and verbal communication skills across both technical and non-technical audiences
  • No-task-too-small ownership mentality: issues resolved fast, loops closed without being asked, urgency is the default
  • Highly organized and responsive with the ability to manage multiple open tasks simultaneously
Benefits
  • Paid Time Off in accordance with company policy
  • Observance of Holidays per company guidelines
  • 100% remote setup so you can work wherever you're most productive
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Android device managementmobile device managementtroubleshootingSQLCLIdevice configurationdevice provisioningaccount access managementhelp desk supportdevice inventory management
Soft Skills
strong communication skillsorganizational skillsownership mentalityresponsivenessability to manage multiple tasksclear documentationcross-functional collaborationproblem-solvinguser-facing supporttechnical translation