Technical Support (Onsite in Cebu Office)

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 Lexmark Plaza 1, Cebu Business Park, Cebu City
• Open to working graveyard shifts and rotating

schedule

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