Mapua Interns - Information Technology Computer Science Courses

Key Responsibilities 

• Handle and triage IT support tickets in Jira, following the ticket lifecycle from creation and categorization through to resolution or escalation, in line with GSD SLAs and documentation standards 

• Support onboarding and offboarding processes, including account creation and access management tasks, WFH kit preparation, and laptop build procedures under mentor supervision 

• Assist with hardware asset lifecycle tasks, including asset intake logging, device tagging, inventory updates, and handover/return processing with full chain-of-custody documentation 

• Support software asset management activities, including fulfilling software requests, maintaining license assignment logs, flagging compliance variances, and updating the software catalog with accurate records 

• Participate in end-user device patching tasks in a sandbox environment, including scheduling, deploying, and verifying patch compliance, and logging exceptions or deferrals with next actions 

• Troubleshoot common Manila office issues (Wi-Fi, Outlook, WARP VPN, docking stations, printers, and AV equipment) and assist with remote support sessions via BeyondTrust under guidance 

• Create and update knowledge base articles, quick guides, and process maps in Confluence, following GSD documentation standards (clear headings, step lists, screenshots, version and date fields) 

• Support business continuity and incident management awareness, including participating in tabletop exercises, understanding GSD’s role in SEV1/SEV2 incidents, and practising correct escalation and communication pathways 

• Adhere to Rimes InfoSec and acceptable-use requirements, including safe credential management (Bitwarden), WARP VPN usage, data classification handling, and phishing awareness 

Key Responsibilities 

• Handle and triage IT support tickets in Jira, following the ticket lifecycle from creation and categorisation through to resolution or escalation, in line with GSD SLAs and documentation standards 

• Support onboarding and offboarding processes, including account creation and access management tasks, WFH kit preparation, and laptop build procedures under mentor supervision 

• Assist with hardware asset lifecycle tasks, including asset intake logging, device tagging, inventory updates, and handover/return processing with full chain-of-custody documentation 

• Support software asset management activities, including fulfilling software requests, maintaining license assignment logs, flagging compliance variances, and updating the software catalog with accurate records 

• Participate in end-user device patching tasks in a sandbox environment, including scheduling, deploying, and verifying patch compliance, and logging exceptions or deferrals with next actions 

• Troubleshoot common Manila office issues (Wi-Fi, Outlook, WARP VPN, docking stations, printers, and AV equipment) and assist with remote support sessions via BeyondTrust under guidance 

• Create and update knowledge base articles, quick guides, and process maps in Confluence, following GSD documentation standards (clear headings, step lists, screenshots, version and date fields) 

• Support business continuity and incident management awareness, including participating in tabletop exercises, understanding GSD’s role in SEV1/SEV2 incidents, and practising correct escalation and communication pathways 

• Adhere to Rimes InfoSec and acceptable-use requirements, including safe credential management (Bitwarden), WARP VPN usage, data classification handling, and phishing awareness 

Required Qualifications: 

• Currently pursuing or recently completed a Bachelor’s degree in Computer Science, Information Technology, or a related field 

• Basic understanding of IT support concepts, including helpdesk operations, ticketing systems, or end-user troubleshooting 

• Strong attention to detail and ability to follow documented processes accurately and consistently 

• Good written and verbal communication skills in English, with the ability to produce clear and structured documentation 

• Ability to organise work, manage routine tasks, and meet deadlines in a structured operational environment 

• Comfort working both independently on assigned tasks and collaboratively as part of a global support team 

• Eagerness to learn IT service management, asset management, security practices, and operational workflows in a live environment 

Preferred Qualifications: 

• Familiarity with Atlassian tools such as Jira or Confluence, or other ticketing and task management platforms 

• Basic Knowledge to Windows environments, Microsoft 365 (Outlook, Teams), or VPN tools 

• Understanding of basic IT security concepts such as least-privilege access, phishing awareness, or password management 

• Interest in IT service management, ITSM frameworks, or structured process-driven operational work 

• Exposure to hardware inventory, software licensing concepts, or device management 

• Familiarity with AI prompting or automation tools is advantageous, but not required 

• Amenable to do pure onsite internship at our BGC Office