Desktop Support Administrator

Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for Oracle, SAP and VMware.

Overview

We are seeking a highly experienced Desktop Support Analyst in the Philippines to serve as Spinnaker Support's IT presence during the APAC timezone window. This is a critical, high-autonomy role responsible for delivering end-to-end technical support to end users across Windows and macOS environments — without real-time access to a senior escalation path.

The ideal candidate brings 6+ years of hands-on desktop and end-user support experience, operates with full independence, and demonstrates the judgment to triage, prioritize, and resolve a wide range of incidents and service requests — knowing when to act decisively and when to escalate asynchronously to the US or UK teams.

This role is not a supervised support function. It is a trusted, senior operator who owns the APAC support window and ensures continuity of IT operations across a globally distributed user base.

Key Responsibilities

• Serve as the sole IT support resource during the APAC timezone window — owning all incoming incidents, carryover tickets from the US shift, and new requests end-to-end

• Provide Level 1–3 support for Windows and macOS devices, mobile devices, printers, and peripherals — resolving the majority of issues independently

• Diagnose and resolve complex hardware, software, and connectivity issues; document root cause and resolution thoroughly for knowledge base and shift handoff

• Administer and manage endpoints using Microsoft Intune — device enrollment, compliance policies, configuration profiles, and remediation

• Manage account access, password resets, MFA, and identity requests via Entra ID (Azure AD) with confidence and security-first judgment

• Support Microsoft 365, Outlook, Teams, SharePoint, and all approved business applications across a global user base

• Own the follow-the-sun handoff — receive full context from the US shift, manage the APAC window autonomously, and deliver a clear, documented handoff to the South Africa shift

• Work incidents and service requests in ITSM tools (ServiceNow / Jira JSM) in full alignment with SLAs and ITIL-based processes — prioritizing and managing queue independently

• Identify, triage, and contain security incidents — including phishing, unauthorized access attempts, and endpoint anomalies — escalating asynchronously to the US team with full documentation when required

• Proactively maintain accurate asset inventory and support device lifecycle activities including provisioning, refresh, and decommission

• Contribute to and maintain SOPs, runbooks, and knowledge base content — with a specific focus on APAC operational procedures and shift handoff documentation

Qualifications

• 5–7 years of desktop or end-user support experience in a professional or enterprise environment — with demonstrated ability to operate autonomously

• Expert-level, hands-on experience supporting Windows and macOS environments

• Advanced proficiency in Microsoft 365 administration — Exchange Online, Teams, SharePoint, licensing, and tenant-level troubleshooting

• Deep working knowledge of Entra ID (Azure AD) and Microsoft Intune — including conditional access, compliance policies, and device remediation

• Strong experience with ITSM platforms (ServiceNow, Jira/JSM) and ITIL-aligned incident, request, and problem management processes

• Proven experience with security incident triage — phishing remediation, endpoint containment, and escalation documentation

• Demonstrated track record working independently in a remote, distributed IT model — managing a full support queue without real-time peer or senior support

• Experience in a follow-the-sun or 24/5 shift-based support model is required

• Familiarity with scripting or automation (PowerShell, basic Bash) for routine task efficiency is a strong plus

• Relevant certifications preferred: CompTIA A+, Network+, Microsoft MD-102, or ITIL Foundation

Skills

• Senior-level troubleshooting and independent judgment — able to resolve complex, ambiguous issues without real-time escalation

• Excellent written and verbal English communication — clear, professional, and precise for async global team collaboration

• Strong queue management and prioritization skills — able to triage effectively across a mixed-severity, multi-region ticket load

• Security-conscious mindset — applies least-privilege principles and recognizes anomalous behavior

• Highly self-directed and accountable — owns outcomes, communicates proactively, and escalates with context not just questions

• Collaborative and documentation-driven — understands that in a solo timezone window, written communication is everything

Additional Requirements

• Ability to work standard Philippines business hours aligned to the APAC support window

• Occasional overlap into US Mountain Time hours for shift handoff, onboarding, or escalation coordination

• Reliable internet connection and a professional remote work environment

• Familiarity with global IT compliance, data privacy regulations, and cross-border support considerations is beneficial

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