IT Technical Support Specialist

We are seeking a highly organised, proactive, and detail-oriented Technical Support Specialist to manage the reliability and day-to-day administration of our core operational systems.

The successful candidate will handle internal technical support, maintain system configurations, and ensure platforms such as CRM, messaging, and collaboration tools operate smoothly across the organisation.

The role requires someone who can work independently in a remote environment, prioritise multiple technical issues, and identify system gaps or risks before they impact operations.

Systems Administration

• Administer and maintain key business platforms including messaging, CRM, collaboration, and project management tools such as WhatsApp Business, Respond io, Salesforce, Slack, Google Workspace, and Asana.


• Manage user accounts, permissions, access controls, and tagging structures across systems.


• Monitor system reliability and identify potential issues before they impact operations.


• Ensure system configurations remain consistent across multiple teams and divisions.

Technical Issue Support

• Serve as the first point of contact for staff technical issues and queries.


• Log, track, and resolve technical issues following internal documentation standards.


• Maintain a clear record of open issues, resolutions, and recurring problems.


• Escalate complex or high-risk technical issues to appropriate vendors or technical teams when necessary.

VRI Platform Support (Training Provided)

• Support the day-to-day operational stability of the Video Remote Interpreting platform after onboarding and training.


• Create and manage user accounts for interpreters, staff, and clients.


• Configure and maintain call flows, user groups, and platform structures.


• Monitor usage and identify technical issues early.


• Log bugs and coordinate with developers or vendors to resolve platform issues.


• Maintain documentation on platform processes, issues, and updates.

Workflow & Integration Support

• Assist with integrations between platforms such as WhatsApp, Salesforce, and Asana.


• Document workflows clearly for operational teams in accessible language.


• Identify operational inefficiencies and recommend improvements to the Chief of Staff.

Security & Compliance

• Support system access controls and responsible data handling practices.


• Assist with maintaining GDPR-aligned data management practices.


• Escalate potential security risks or compliance issues promptly.

This role is for one of our existing clients, and the successful candidate will work directly with the client’s team while collaborating with our agency to ensure smooth operations, adherence to standards, and proper documentation. The role involves acting as a primary point of contact for day-to-day responsibilities and requires a proactive, detail-oriented professional capable of managing multiple priorities independently.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical field is required.


• Minimum 2-4 years of professional experience in IT support, technical helpdesk, systems administration, or a similar role.


• Professional certifications are not required but considered an advantage, including:


• IT Support or Helpdesk certifications


• Salesforce Administrator certification


• Google Workspace administration certification


• Experience administering cloud-based tools and SaaS platforms in a professional environment.


• Hands-on experience configuring or supporting CRM systems (Salesforce) and communication platforms.


• Experience with WhatsApp Business or WhatsApp Business API setup and administration is strongly preferred.


• Familiarity with tools such as Google Workspace, Slack, Asana, Salesforce, and messaging platforms.


• Strong troubleshooting and technical problem-solving skills.


• Ability to quickly learn and manage new platforms.


• Strong written communication skills, particularly for documentation and technical guides for non-technical users.


• Demonstrates proactive ownership of systems and processes, identifying potential technical risks, inefficiencies, or recurring issues before they impact operations.


• Takes initiative in improving system documentation, workflows, and internal technical processes without needing constant direction.


• Highly detail-oriented and organised


• Comfortable working independently in a remote environment


• Able to manage multiple technical issues simultaneously


• Calm and methodical when addressing live technical problems


• Shows operational leadership by guiding both technical and non-technical colleagueson correct system usage and best practices.


• Committed to supporting systems that enable mission-driven work

Preferred Industry Experience

• Creative agencies, Professional services, SaaS, or communications firms


• Remote-first or distributed team environments


• Organisations operating across multiple service lines or entities simultaneously


• UK Client experience

Work Setup Requirements

• Reliable internet and quiet workspace.


• Available for ad-hoc video call meetings


• Based in the Philippines and able to work during agreed time zones


• Schedule: Monday to Friday


• Shift: Monday - Friday 5:00 PM – 1:00 AM PHT


• Type: Full-time, Independent Contractor, remote (this must be your only job). No other employment or freelance projects.

• Fully remote


• Work from anywhere


• Monthly payout