Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. We've helped our customers send nearly $4 billion globally and we're just getting started.
International remittance company, Remitly.com, is seeking an experienced IT Support to help scale our global operations team in our Manila office located in the Philippines. Our vision is to become the world's most customer centric remittance company. Our customer service team is a critical part in our company vision and success shaping the financial services landscape. We are looking for extraordinary people willing to roll up their sleeves in a fast paced technology start-up and be part of the disruption.
The IT Support will be working closely with our client and will primarily act as an IT Helpdesk. He/she is responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. He/she will ensure that the system hardware, operating systems, software systems and related procedures adhere to organizational values.
Install PC OS, Desktop software and other related business software.
Troubleshoot end-user desktop and hardware issues.
Liaise with local network vendor / ISP for troubleshooting local network problems.
Provide technical support to queries professionally and efficiently.
Maintain a high degree of customer service for all support queries.
Adhere to all IT service management principles.
Take ownership of user problems, performing technical diagnosis, and fix the issue either remotely or on-site.
Respond to inquiries from clients and help them resolve any hardware or software problems.
Maintain a log of any software or hardware problems.
Manage the Asset tagging (Asset management) of the IT infrastructure and other equipment and furniture in the company.
Support user(s) by providing necessary training and advice.
Produce statistics each month.
Maintain user security on all systems as per company policy.
Repair and recover hardware or software failures.
Upgrade and configure system software that supports Remitly infrastructure applications.
Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
Configure CPU, memory, and disk partitions as required.
Implement and configure third-party monitoring tools to proactively alert staff of problems or outages.
Proactively seek continuous improvement.
Manage multiple tasks effectively and efficiently.
Perform daily backup operations, ensuring the following:
All required file systems and system data are successfully backed up to the appropriate media.
Media is recycled and sent off site as necessary.
Research and evaluate new technology utilizing current Remitly IT Architecture process.
Develop and maintain installation and configuration procedures.
Support Remitly Management team in all IT-related projects and processes.
Ability to handle software testing tools and environments essential to conduct job functions.
Strong problem solving and organizing skills.
First-rate critical thinking and analytical abilities.
Excellent stress management skills and has flexibility to any exigencies or demands required by the position.
Exceptional work ethics, professionalism, and empathy especially in working with a team.
Excellent communication, planning, and presentation skills.
Ability to learn quickly or has a fast learning curve.
Must have project management knowledge
Must have at least a Bachelor's/College Degree in any of the following:
Computer Science / Information Technology.
Engineering (Electrical / Electronic) or equivalent.
Preferably with 1-2 years of working experience in IT/Computer - Network/System/Database Admin specialization or equivalent.
Must have knowledge in a collection of hardware components and computers and their interconnections with communication channels that allow sharing of resources and information.
Must have worked in a customer service support environment and can work under a fair amount of pressure.
Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree , Professional License (Passed Board/Bar/Professional License Exam), Computer Science/Information Technology or equivalent.
Required skill(s): Microsoft Applications, WIndows and Mac OS
Required language(s): English
At least 1 year of working experience in the related field is required for this position.
Preferably 1-2 year(s) Experienced Employees specializing in IT/Computer - Network/System/Database Admin or equivalent.
Full-Time position(s) available.
The IT Support will also perform daily system monitoring, verify the integrity and availability of all hardware, server resources, systems and key processes, review system and application logs, and verify completion of scheduled jobs such as backups.
For Internal Remitly Employee Applicants Qualifications:
- No corrective action for the past 6 months
- Must have completed all knowledge checks for the past 6 weeks
- Must have at least 6 months tenure with the current role
- Applicants who applied for the same role in the last 6 months will not be qualified
- This is open for both Customer Protection and Customer Service Teams