Technical Support (Onsite)
Pasay City, Metro ManilaPosted 8 days agoJobStreet
Skills mentioned
Members see a match score against their own skills and get a resume + cover letter written for this posting.
About the role
Service Desk / Technical Helpdesk Analyst may perform one or more of the following: Advanced Technical Troubleshooting
Handle escalated tickets from L1 involving: Complex hardware issues, Software installation/configuration, Advanced Outlook/Teams/Office 365 issues, VPN, network connectivity & authentication problems, Device performance issues (slow machines, driver/device conflicts)
Perform deeper diagnostics using remote tools and admin utilities. Process and verify access requests requiring intermediate knowledge: Group memberships, Shared mailbox access, Application entitlements (CRM, Impuls, VRM, XVS, MDG, SAP roles). Ensure correct catalog selection and routing. Work with IAM/Access Management to resolve misrouted or aging access tickets. Validate access with end users before closure. Ensure tickets are properly documented with: Clear troubleshooting steps, Logs, screenshots, and error details, User communication history
Assign or escalate to appropriate L2/L3 support groups when needed. Monitor aging tickets and proactively follow up to meet SLA timelines. Prevent unnecessary rework by ensuring tickets are never closed prematurely. Serve as a primary technical point-of-contact for escalated end-user issues. Provide clear, user-friendly explanations of technical steps. Ensure users receive timely updates and resolution confirmation. Maintain high customer satisfaction through effective communication. Additional Qualifications: Strong understanding of Windows OS, Office 365, Teams, Outlook troubleshooting
- Familiarity with Active Directory & group membership administration
- Experience with VPN, MFA, basic networking concepts
- Knowledge of hardware diagnostics (drivers, BIOS, performance tuning)
- Ability to analyze logs and error reports
- Experience with ticketing systems (ServiceNow preferred)
- Excellent communication and customer service
- Strong analytical and problem-solving abilities
- Ability to manage multiple priorities under SLA pressure
- Strong documentation practices
- Collaboration across cross-functional teams
Strong English (verbal and written) skills. Must be amenable to work full onsite in Mall of Asia Business Complex, Pasay City. Open to working graveyard shifts and rotating
schedule
s.
Sourced from JobStreet · posted 8 days ago · you apply on the original site