{"id":3816582,"url":"https://alion.io/job/cai-technical-support-specialist","title":"Technical Support Specialist","company":{"id":1819291,"name":"CAI","domain":"cai.io","url":"https://alion.io/company/cai-io","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":25,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":12,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ISO 27001","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-11-05T16:20:39Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-07T03:43:21Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Technical Support SpecialistReq number:\nR8911Employment type:\nFull timeWorksite flexibility:\nOnsiteWho we are\nCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.\nJob Summary\nWe are looking for a motivated Technical Support Specialist ready to take us to the next level! If you have experience in providing end-user support services and assist in the day-to-day operations of the IT Service Operations team, and are looking for your next career move, apply now.Job Description\nWe are seeking an experienced Technical Support Specialist to provide end-user support services and assist in the day-to-day operations of the IT Service Operations team. This position will be full-time and onsite inErmita, Manila.\nWhat You'll Do\nService Desk and End-User Support\nProvide first-level technical support for incidents and service requests\nAssist users with hardware, software, operating system, printing, connectivity, and productivity tool issues\nPerform initial troubleshooting and resolution of reported incidents\nEscalate unresolved issues to designated internal IT personnel or third-party vendors as appropriate\nProvide technical support for meeting room and collaboration technologies, including conference room equipment, video conferencing systems, projectors, displays, audio devices, and related peripherals\nUtilize AMI's Freshservice ITSM platform for ticket logging, incident management, service request processing, work tracking, escalation management, knowledge base updates, and service reporting\nEnsure all support activities are properly documented and updated within Freshservice in accordance with AMI's IT Service Management processes and service level agreements (SLAs)\nDesktop and Laptop Support\nInstall, configure, deploy, and support desktop and laptop computer\nInstall and configure approved operating systems and standard software packages\nPerform hardware diagnostics and troubleshooting\nCoordinate repair activities and warranty claims with authorized service providers\nPerform preventive maintenance and health checks of desktops, laptops, peripherals, and related end-user computing devices\nSupport the deployment and replacement of end-user computing devices\nUser Onboarding and Offboardin\nPrepare and configure workstations for newly hired employees\nDeploy IT equipment and peripherals\nRetrieve company-issued IT assets from separated employees\nEnsure adherence to established asset issuance and accountability procedures\nAsset Management\nPerform asset tagging of IT devices\nMaintain inventory records and asset movement documentation\nConduct periodic physical inventory verification\nTrack warranty information, repairs, and replacements\nAssist in asset retirement and disposal activities\nInfrastructure and Endpoint Support\nPerform first-level troubleshooting of LAN, Wi-Fi, printer, and endpoint-related issues\nSupport workstation security and endpoint compliance initiatives\nAssist in software deployment, patch management, and endpoint maintenance activities\nEscalate infrastructure-related issues to designated AMI technical teams\nTelecommunications Support\nProvisioning, assignment, and maintenance of PABX local extensions, including creation, modification, transfer, and deactivation of telephone extensions\nInstallation, setup, relocation, testing, and troubleshooting of desk phones, IP phones, and associated telecommunications equipment\nConfiguration, deployment, and replacement of company-issued mobile phones and communication devices\nInstallation and configuration of required business applications, email, Microsoft 365 services, security controls, and approved mobile device management solutions on corporate mobile devices\nInitial troubleshooting and incident resolution for voice, mobile, internet, and telecommunications-related issues, including coordination and escalation with service providers when necessary.\nDocumentation and Reporting\nMaintain accurate service desk ticket updates and documentation\nRecord troubleshooting activities and resolutions\nPrepare periodic operational reports and service summaries\nMaintain and update support procedures and knowledge base documentation\nOther Support Services\nProvide reasonable assistance and support for other IT-related operational activities not specifically identified in this Scope of Services, provided such activities are related to end-user computing, service desk operations, telecommunications support, asset management, collaboration technologies, workplace technology services, and other IT functions\nService Provider Requirements\nAssign dedicated onsite resources throughout the contract period\nMaintain an adequate reliever or backfill arrangement during leaves, resignation, or attrition\nComply with AMI's Information Security Policies, data privacy requirements, and applicable ISO 27001 controls\nProvide regular service review meetings and performance reports.\nWhat You'll Need\nRequired:\nAt least 1 year of technical support experience required\nFreshservice (used for incident, service request, project management, inventory, and reporting/analytics)\nM365, PABX, and MDM\nEnsure that assigned personnel possess appropriate technical competencies and relevant experience in desktop support and end-user services\nPreferred:\nRelevant certifications are an advantage\nPhysical Demands\nAbility to safely and successfully perform the essential job functions\nSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.\nAbility to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor\nReasonable accommodation statement\nIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to  (888) 824 - 8111.","description_format":"text","description_chars":6366,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-11-05T16:20:39Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":1,"expected_fill_days":12,"reasons":["conf:2","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/cai-technical-support-specialist","json_url":"https://alion.io/job/cai-technical-support-specialist.json","meta":{"generated_at":"2026-11-07T19:40:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30704,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1819291},"rest":"https://alion.io/mcp/rest/get_company?id=1819291"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcai-technical-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcai-technical-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcai-technical-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cai-technical-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcai-technical-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3816582}},{"tool":"search_jobs","arguments":{"company":"cai.io","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3816582},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}