IT Support Specialist L1/L2

5 days ago

Taguig, Philippines HRTX Full time

The IT Support Specialist is responsible for responding to Level 1 and 2 end-user requests through our ticketing system, providing timely and effective resolution of hardware, software, and network issues. The ideal candidate will have experience working collaboratively with onshore teams and a strong understanding of IT support workflows, with ServiceNow experience considered a plus. Essential Duties & Responsibilities Provide Level 1 and Level 2 technical support for end users, including troubleshooting issues related to: Workstations, laptops, and peripherals (printers, scanners, etc.) Operating systems and standard business applications Network connectivity (LAN/WAN) Respond to and manage support tickets using a ticketing system (preferably ServiceNow), ensuring timely resolution and proper documentation. Collaborate with onshore IT teams to escalate and resolve complex issues. Install, configure, and upgrade hardware and software as needed. Track and document all support activities, resolutions, and follow-ups. Assist with remote setup and maintenance of IT infrastructure in various office locations. Support operational systems such as telephony, security, and office equipment. Provide administrative support for IT operations, including inventory tracking and reporting. Required Qualifications and Experience: Bachelor's degree in Information Technology or a related field, or equivalent work experience. Minimum 2-3 years of experience in an IT support role (L1/L2). Familiarity with ticketing systems and IT support workflows. Experience supporting users in a multinational, multicultural environment. Strong communication skills in English, both written and verbal. Ability to work independently and collaboratively with remote/onshore teams. Preferred Qualifications: Experience with ServiceNow or similar ITSM platforms. Microsoft certifications (e.g., MCP, MTA, or equivalent). Experience in healthcare or regulated industries is a plus. Key Skills: Proficiency in Microsoft 365 Office Suite (Excel, Word, Outlook) Strong organizational and documentation skills Excellent customer service and interpersonal skills Analytical thinking and problem-solving abilities Ability to manage multiple tasks and prioritize effectively Familiarity with VOIP phone systems and remote support tools R

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