Job title: IT Support Analyst
Department/Location: TechOps / Manila (fully on-site)
Reporting to: Head of Technical Operations
Working arrangement: Full-time employee (FTE)
Working hours: 9am to 6pm PHT (day shift)
Summary
RONIN International is a global market research company that addresses the needs of research agencies through a portfolio of services designed to deliver best-in-class data collection services with B2B, opinion former, and healthcare audiences worldwide.
We are on the lookout for an experienced IT Support Analyst to support day-to-day operations in our Makati City office and a distributed team of colleagues across the APAC region.
Core duties
- Act as the first and second line of support for hardware, software, and connectivity issues across on-site Makati staff and remote APAC users in Indonesia, Hong Kong, and other APAC markets via phone, email, Teams, and remote desktop tools.
- Liaise with internet service providers and network vendors to resolve connectivity issues affecting Makati or wider APAC teams.
- Procure and dispose of IT hardware across the region and manage hardware stocks.
- Manage end-to-end IT onboarding for new starters across the Philippines and APAC region, ensuring all equipment, accounts, and access are ready from day one.
- Create, configure and manage user accounts across O365, Azure AD, and other business systems (e.g. Jira, Confluence, telephony platforms), assigning appropriate licences, groups, and role-based access permissions.
- Conduct IT induction sessions for new employees, walking them through systems, tools, security policies, and acceptable use guidelines.
- Coordinate with HR and line managers to align IT readiness with onboarding schedules, including for remote starters across APAC offices.
- Manage the offboarding process, including timely account deactivation, data preservation, licence reclamation, and hardware retrieval in line with security and compliance requirements.
- Maintain accurate records of hardware assets and software licences in the IT asset management system, keeping inventory up to date throughout the employee lifecycle.
- Serve as the primary facilities point of contact for the Makati office, ensuring the workplace is safe, well-maintained, and fit for purpose on a day-to-day basis.
- Coordinate and oversee office maintenance works, including repairs, painting, minor renovations, and fit-out projects, liaising with contractors, suppliers, and building management as required.
Required experience and skills
- Minimum 3 years of experience in a helpdesk or IT support role with hands-on experience of supporting users both in person and remotely.
- Experience with O365 administration (Teams, SharePoint, OneDrive, Intune).
- Proficiency in Entra AD user and group management, including MFA, SSO, and conditional access management.
- Strong independent troubleshooting skills across Windows 10 or 11 and common business applications.
- Excellent English communication skills, both written and verbal, with the ability to explain technical issues clearly to non-technical users.
- Customer-focused mindset with strong interpersonal skills and a patient, solutions-oriented approach with a genuine interest in solving problems for people.
Desirable experience and skills
- Experience with Atlassian products, particularly Jira and Service Desk.
- Experience of building or maintaining a Confluence knowledge base.
- Familiarity with BPO environments, including the scale, pace, and IT demands typical of outbound contact centre solutions and teams.
- Understanding of call centre-specific technologies including automatic call distribution (ACD), IVR systems, call recording platforms, and workforce management tools.
Education
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience in a business setting)
