About the company
We are the Manila shared services hub for an Australian kitchenware retailer operating 24 stores, a national warehouse, and a growing ecommerce business. Our Manila team supports Finance, Marketing, Buying, Planning, Customer Service, and Technology — and we are growing.
About the role
We are looking for a dependable IT Support Specialist to be the first point of contact for IT issues across our retail stores, warehouse, and Australian support office. You will resolve day-to-day technology problems, keep retail systems running, and provide hands-on support for our Manila office team.
Strong English communication is not just preferred — it is essential. You will need to explain technical issues clearly to non-technical colleagues, manage expectations remotely, and represent IT with professionalism across time zones. Previous experience supporting offshore or cross-border teams is a strong advantage.
No two days are the same. One moment you may be troubleshooting a POS terminal; the next, configuring a new starter’s laptop or resolving a warehouse printer issue. Strong communication is essential — you will be supporting teams across Australia and the Philippines by phone, chat, and email.
What you will be doing
Remote IT service desk
- Triage and prioritise incoming support requests through the service desk
- Troubleshoot retail technology — Point of Sale systems, EFTPOS terminals, receipt printers, and barcode scanners
- Resolve warehouse tech issues including printers and scanning equipment
- Diagnose and fix general employee IT issues across Windows, Mac, and Android devices
- Manage user provisioning, deprovisioning, and policy management via JumpCloud
Manila office support
- Procure, enrol, and configure laptops and mobile devices for Manila-based staff
- Own the IT onboarding and offboarding process for local team members
- Provide friendly, walk-up IT support to office staff
What we are looking for
- 1 to 3 years of experience in IT support, helpdesk, or desktop support
- Comfortable supporting a mixed device environment — primarily Windows, with some Mac and Android
- Experience with a cloud directory or MDM platform (JumpCloud is a strong advantage; Okta, Azure AD, or similar is fine)
- Familiarity with user provisioning and access management
- Strong written and verbal English communication skills
- Customer-first attitude and ability to remain calm under pressure
Desirable but not required
- Experience supporting POS systems or a retail or warehouse environment
- Introductory knowledge of networking (TCP/IP, VLANs, VPN) or IT security
Weekend availability is required. As a 7-day retail business, this role operates on a rotating roster that includes weekends. We will work with you on an arrangement that suits.
Why join us
- Exposure to retail tech, warehouse systems, ecommerce, and corporate IT in a live business environment
- Hybrid working — Manila office and work from home
- Supportive team with a clear growth path to Level 2
- Competitive compensation and government-mandated benefits
