Advanced Support Specialist 1
HybridTaguig, Metro Manila, Philippines
Job Summary
Triage and resolve escalated IT tickets for internal and external clients, handling complex troubleshooting for computer systems, peripherals, operating systems, and web browsers. Facilitate workflow processes, manage server maintenance, backups, and user credentials while maintaining service-level agreements. Create, update, and review documentation for recurring problems, IT notifications, and technical procedures. Coordinate user notifications for project rollouts and maintenance activities, ensuring same-day communication back to end users. Gather and analyze report data to identify patterns and support other IT services as assigned.
Required Qualifications
- Bachelor's degree
- 0-2 years previous experience
- Strong interest in the evolving IT technology
- Ability to deliver great customer experiences in any environment
- High quality of support
- Strong business communication skills
- Good conversant in English language – both on speaking and writing
- Good work attitude
- Adaptability
- Multi-tasking skills
- Hunger for growth on both personal and professional areas
- Off-shore IT Support customer handling experience
- Hybrid working environment office setup
- Notable years of experience in a Service Desk and/or a Helpdesk environment
- Extensive experience with a Ticketing tool – such as ServiceNow or other IT Service Management tools
- Experience or extensive background in doing support for both Windows OS and MAC IOS machines
- Knowledge, background or exposure in using Active Directory Management
Desired Qualifications
- ITIL v4 certification
- Certified Service Desk Analyst (CSDA)
- MAC certification
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