IT Support & Security Specialist

Job Title: IT Support & Security Specialist (Remote)

Location: Remote | Philippines-based preferred
Employment Type: Full-time | Project-based

Job Overview:

We are looking for a highly motivated IT Support & Security Specialist to provide technical support and manage security operations for Ocean Tide Partners. The ideal candidate is tech-savvy, detail-oriented, and capable of delivering excellent remote support while ensuring a secure IT environment.

Key Responsibilities:

• Provide Tier 1 & 2 remote technical support for desktops, mobile devices, printers, and office networks.
• Administer and troubleshoot Google Workspace (G Suite) and Microsoft 365 environments (email, permissions, MFA, etc.).
• Support users via remote desktop tools such as TeamViewer, ConnectWise Control, and RDP.
• Monitor, manage, and resolve support tickets in a timely manner.
• Troubleshoot basic network issues including DNS, DHCP, IP conflicts, Wi-Fi, and firewalls.
• Maintain accurate IT documentation and standard operating procedures (SOPs).
• Install, configure, and maintain cybersecurity solutions for Ocean Tide clients.
• Coordinate and execute monthly patch management and security updates across client environments.
• Manage password resets, account provisioning, and access control.
• Provide Break/Fix support to resolve technical issues and security incidents.
• Handle ticketing, escalations, and client communication through the HubSpot Service Desk.
• Utilize AI tools to enhance issue diagnosis, automate responses, and support knowledge management.

Qualifications:

• At least 3 years of experience in IT support or similar technical roles.
• Strong knowledge of Google Workspace, Microsoft 365, and remote desktop tools.
• Solid understanding of basic network troubleshooting (DNS, DHCP, IP addressing, Wi-Fi).
• Familiarity with security platforms, patch management, and access control.
• Excellent problem-solving skills and attention to detail.
• Experience working with ticketing systems (preferably HubSpot Service Desk).
• Comfortable learning and applying AI tools in support processes.
• Good communication skills, with the ability to explain technical issues to non-technical users.
• Ability to work independently in a remote environment.