About the Role
We’re looking for an IT Support Specialist who can ensure the smooth operation of our client’s leased equipment and ERP systems. This is a fully remote role, but due to the nature of the client’s business, you’ll be working during Middle Eastern business hours (9:00 AM to 5:00 PM UAE Time).
This means your working hours will align to 1:00 PM to 9:00 PM Philippine Time to provide the necessary support. This role emphasizes coordination, proactive problem-solving, and delivering exceptional client service while meeting agreed Service Level Agreements (SLAs).
Requirements
This role emphasizes coordination and proactive problem-solving to ensure a smooth IT support experience.
You’ll thrive in this role if you:
Have experience in remote IT support and familiarity with tools like TeamViewer or AnyDesk.
Understand SLAs and are committed to meeting response and resolution times.
Can prepare detailed incident and outage reports to document critical events and drive improvement.
Have a good grasp of Windows and Linux systems, basic networking, and containerized applications (optional but preferred - e.g., Docker).
Are skilled at coordinating with third-party providers and maintaining excellent communication with clients.
What You'll Do
Remote IT Support:
Respond to support inquiries in a timely manner, ensuring SLAs are met for response time and time to resolution.
Troubleshoot and resolve issues with hardware (e.g., printers, scanners, workstations) and software in a remote environment.
Provide support for Windows and Linux-based systems, addressing OS-level configurations, updates, and basic troubleshooting.
Incident Management and Reporting:
Document all support activities, including issues, outages, and resolutions, using tools like Jira, Confluence, or similar platforms.
Prepare Service Incident Reports (SIR) for significant events, detailing root causes, resolutions, and recommendations for prevention.
Maintain a log of all incidents and follow up to ensure issues are fully resolved and recorded for future reference.
Technical Guidance:
Coordinate with third-party providers for on-site repairs and advanced hardware servicing.
Provide remote guidance to clients on system usage, leased equipment, and software tools (e.g., Odoo ERP, Microsoft Office, Google Workspace).
System Monitoring and Maintenance:
Proactively identify potential issues and address them before they escalate.
Support Automations:
Create automated solutions for repetitive tasks, such as system monitoring and alerting, using tools like PowerShell, Bash scripting, or automation platforms.
Suggest and implement workflow improvements to optimize IT support services.
IT Service Improvements:
Actively coordinate with internal teams and clients to suggest enhancements in IT support services.
Evaluate recurring incidents and recommend solutions to reduce downtime and improve client satisfaction.
Why You'll Love Working Here
Work from Anywhere:
Skip the commute, work from your favorite spot, and spend more time doing what you love outside of work.
Wellbeing Comes First:
We know that happy, healthy and motivated people do the best work. That’s why we focus on creating a culture that supports your physical and mental health.
Exciting Opportunities to Grow:
Be part of a team where your ideas matter and your contributions make a difference.
Expand your skills while working on projects that inspire and challenge you.
Get hands-on with exciting new tools and tech while building a career you’re proud of.
A Team That Has Your Back:
Enjoy direct mentorship from company leaders who are here to help you grow.
Collaborate in a vibrant online workspace that makes teamwork fun and productive.
Transparent Pros and Cons of Working in a Startup:
The Perks:
You’ll be part of a growing company where your ideas truly matter.
Flexibility and autonomy—you’ll have the freedom to manage your work in a way that suits you.
Lots of opportunities to learn and grow alongside a dynamic, ambitious team.
Direct access to company leaders who are committed to mentoring and supporting your career.
The Challenges:
Startups move fast, so you’ll need to be adaptable and ready to tackle new challenges as they arise.
Sometimes, you’ll wear multiple hats—it’s a great chance to learn, but it also requires focus and initiative.
Self-motivation and accountability are key. No micromanaging here—it’s all about results!
About the Company
At AImagineers, we’re not just another software development company. We are here to create meaningful impact and drive change. We craft cutting-edge technology solutions that help businesses transform, grow, and thrive. Whether it is streamlining operations or unlocking new opportunities, we work hard to make a difference.
Our culture is all about trust, flexibility, and growth. We treat our team like the adults who are capable of making great decisions, managing their time, and delivering amazing results. If you are looking for a company that values your wellbeing and helps you grow both personally and professionally, you’ve come to the right place.
Send your resume and please make an effort to show us who you really are by writing a well thought out cover letter. We’d love to hear how this role and our company aligns with your career aspirations… and YES, we do read everything you submit to us.
Send it to hello@aimagineers.io with the subject line: IT Support Specialist Application.
We can’t wait to hear from you!