Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses Worldwide!
Are you ready to be part of a professional community that's powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further - hammerjack has the perfect opportunity for you!
Role: IT Support Specialist
Location: Angeles City, Pampanga | Full Onsite (Monday to Friday)
About Us:
At hammerjack, we're not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale.
Our Impact:
Over the years, we've built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people-first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time.
JOB OVERVIEW
The IT Support Specialist serves as the first point of contact for technical issues raised by internal users and clients. This role is responsible for troubleshooting IT incidents, resolving service requests, and escalating more complex issues when necessary.
The ideal candidate has a solid foundation in IT systems, strong communication skills, and a genuine passion for helping users resolve technical issues efficiently.
DUTIES AND RESPONSIBILITIES
- Act as the first point of contact for all IT-related queries via phone, email, or ticketing system
- Log, track, and manage incidents and service requests using the company’s helpdesk software
- Diagnose and resolve basic technical issues, including:
- User accounts and passwords (Active Directory / Microsoft 365)
- Hardware setup and peripheral devices (laptops, monitors, printers)
- Email access, connectivity, and application support
- Network connectivity (Wi-Fi, VPN, basic routing)
- Provide remote and onsite support to end-users as needed
- Escalate unresolved or complex issues to Level 2 or Level 3 support with proper documentation
- Assist with new user onboarding, including device setup and access provisioning
- Maintain accurate documentation of issues, resolutions, and user feedback
- Contribute to knowledge base articles and support documentation for continuous improvement
QUALIFICATIONS
- Degree, diploma, or certification in Information Technology, Computer Science, or a related field
- Open to fresh graduates with hands-on IT support experience (e.g., internships, OJT)
- 1–2 years of experience in IT helpdesk, desktop support, or customer service is an advantage
- Knowledge of Windows and macOS operating systems
- Familiarity with Microsoft 365, Active Directory, and basic networking concepts
- Strong communication, interpersonal, and problem-solving skills
- Customer-focused mindset with a proactive and helpful attitude
- Ability to multitask and prioritize effectively in a fast-paced environment
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What We Do
Outsource Solutions For Business hammerjack is an Australian & Philippine owned and operated offshore outsourcing services provider. Headquartered in Sydney with multiple operating offices in Makati, Manila, and Pampanga, Philippines. We specialise in providing dedicated, high performing teams and outsourced services to the global small and midsize business market. Our solutions deliver quality and consistent outcomes and are helping businesses to focus on their core competencies, reduce operating costs and deliver more value to their customers. hammerjack has been a major player in developing the new Knowledge Process Outsourcing (KPO) industry in the Philippines servicing the Australian, U.S.A and U.K markets. Over the last 7 years we have sourced trained and developed top talent focussed on the Finance, Accounting, Bookkeeping, IT and Virtual Assistant services space. Our knowledge and experience in implementing the latest technologies and systems to support the best people has led to continued success for our clients and their remote teams, all while placing information and cyber security at the forefront. Our operating model was born in the enterprise services space and has been specifically developed to cater for the small, midsize market. This experience and collaborative customer approach set business up for success, no matter where they are on their journey. We offer an enterprise level approach to continuous improvement, high performance & quality, and world class customer experience. Our ability to deliver this level of service across multiple lines of business and industry verticals is a product of our investment in people, technology and the governance that sits behind it all.
