IT Support Specialist

Join Our Global IT Support Team!

Are you an IT professional who loves helping end users and is passionate about everything IT under the sun?

If you thrive in a fast-paced environment, enjoy solving technical challenges, and consider yourself a sharp go-getter, this is your chance to join our IT Support Team in Manila!

We are looking for an IT Support Specialist to be part of a global team that manages, supports, maintains, and upgrades all IT infrastructures across the DOF fleet and global offices. This position plays a vital role in ensuring that all DOF offshore and onshore users receive an excellent and consistent User Experience.

The IT Support Specialist demonstrates a high level of professionalism and embodies a “Vessel First” mentality, ensuring that IT issues onboard DOF vessels are resolved with urgency and care.

Our IT Support Team provides day-to-day support for offshore vessels, offshore personnel, and onshore end-users, while also participating in ad-hoc projects and providing onsite support to DOF Supply Service vessels worldwide.

This is an exciting opportunity to grow your IT career in a global shared services environment. In this role, you’ll work with Service Desk essentials such as:

• Active Directory, Office 365, User Administration, OS and PC troubleshooting, Cloud Computing, and Network troubleshooting

• Incident Management, Request Fulfillment, Problem Management, and Change Management

To be successful, you should be customer-centric, solutions-driven, and self-aware — someone who seeks to understand before seeking to resolve. You have strong decision-making skills, the ability to prioritize effectively, and a passion for meeting deliverables and achieving results.

We’re looking for someone who is fun-loving, collaborative, and brings a positive energy to the team — a professional who takes ownership of their work and enjoys delivering ideas and solutions to a global audience.

If this sounds like you, come aboard and be part of a team that keeps DOF connected and running — onshore and offshore, around the world.

Key Responsibilities

• Serve as the first point of contact for IT incidents and service requests through multiple channels: email, self-service portal, chat, and phone.
• Document all user interactions in ServiceNow (ITSM), ensuring complete and high-quality ticket details in accordance with defined procedures.
• Perform accurate initial diagnosis using technical, logical, and troubleshooting skills to resolve issues quickly and effectively.
• Process IT Service Requests (REQs) following approved workflows and knowledge base guidelines.
• Manage, monitor, and update tickets in ServiceNow, ensuring resolution within agreed SLA timelines.
• Deliver a superior user experience by providing timely, professional, and clear communication throughout the support process.
• Take ownership of assigned tickets from initiation to closure, ensuring accountability and user satisfaction.
• Collaborate with 2nd and 3rd level support teams, internal departments, and external vendors for issue escalation and resolution.
• Maintain and enhance the IT Support Service Catalogue and knowledge articles for consistent service delivery.
• Apply IT best practices and ensure compliance with ITSM standards using ServiceNow.
• Identify recurring issues, propose process improvements, and contribute to problem management initiatives.
• Participate in IT-related projects, coordinating with project managers to ensure seamless transition of new applications or services to IT Support.
• Be willing to travel as required to support business or operational needs.
• Work on a 24/7 x 365 rotational shift schedule and provide on-demand support when necessary.