[Hiring] Technology Operations Administrator @Downtown Music

Role Description

Join us as our Technology Operations Administrator in Manila. As a dedicated expert in this remote role, you will provide proactive, region-specific technical support to employees primarily in Manila, with coverage extending to New Zealand, Australia, South Korea, and Japan as needed.

You will be supported by an established Technology Operations team, with colleagues based across the US, London, and Amsterdam to ensure you have support, partnership, and the combined expertise of a global team. In addition to being a regionally focused support role, as a member of the Technology Operations team you will also contribute to exciting technology projects. This role will require occasional flexibility with your work hours to maintain effective teamwork with peers across international time zones.

Responsibilities:

• Champion the User Experience (Local & Global)
• Deliver timely and effective local technical support, minimizing disruption and maximizing employee productivity.
• Manage, configure, and maintain the core business application stack, including identity, cloud, and collaboration tools (e.g., Active Directory, Google Workspace, Microsoft 365, Azure Intune, JAMF, and Atlassian suite).
• Administer end-user workstations (Windows/macOS) and MDM solutions (Intune, JAMF).
• Author clear and concise technical documentation (tutorials, guides, and configuration docs) to scale knowledge and empower end-users.
• Facilitate employee lifecycle activities, including technical onboarding/training for new users and comprehensive offboarding processes.
• Drive Strategic Projects or Contribute to Technology Innovation
• Participate in the execution and implementation of key technology projects (e.g., hardware/software deployments, system upgrades, and infrastructure improvements).
• Document project progress effectively, ensuring clear and timely updates.
• Collaborate with other departments, teams, and external vendors to ensure project success.
• Maintain Global Alignment
• Work efficiently and effectively with global teammates and stakeholders across US and European time zones.
• Maintain clear communication by actively participating in virtual meetings and sharing regular status updates.
• Demonstrate flexibility with work hours to accommodate necessary overlap with US- and Europe-based teams.
• Contribute to the implementation of global Technology standards and best practices in the region.

Qualifications

• Proven experience (typically 5+ years) in a technical support role, with a strong emphasis on supporting both technical and non-technical employees in Windows and macOS environments.
• Excellent independent troubleshooting and problem-solving skills across client hardware, software, and network issues.
• Solid understanding of user account management, security best practices, and identity management platforms/services.
• Expertise in managing and supporting Google Workspace and Microsoft 365 suites.
• Demonstrated ability to be a self-starter who manages time effectively, prioritizes tasks, and works independently.
• Strong communication (written and verbal) and interpersonal skills, with a non-technical customer-centric approach.
• Familiarity with remote support tools and techniques.
• Experience collaborating with colleagues and teams across various time zones.
• Willingness to demonstrate occasional flexibility in work hours to accommodate global team collaboration, with advance notice provided when possible.
• Fluency in written and spoken English is essential.
• Written and spoken proficiency in Korean or Japanese is a strong plus.
• Experience with AWS and Azure, participating in technology projects, or working in Kanban and/or Agile environments is a strong plus.