Itsd Tier 2 Technical Support Specialist

We Are Hiring: Customer Care Support

Help Desk

Posted today

Job Description

Qualifications:

• Willing to work on a graveyard shift
• With or without experience
• Bachelor's degree holder (any course)
• Willing to be assigned at BGC, Taguig

Job Type: Full-time

• Life insurance

Help Desk Analyst

Posted today

Job Description

Company Description

IT BY DESIGN provides MSP-focused technical resources to help businesses scale and improve profitability. We offer a wide range of services, including MSP staffing, outsourced NOC, RMM virtual admin, helpdesk support, and professional services. With nearly two decades of experience, we value loyalty and community, consistently taking care of our team as if they are family. We operate three state-of-the-art, fully compliant office facilities in New Jersey and India and pride ourselves on our expertise, reliability, and custom solutions for MSP needs.

Role Description

• User Lifecycle Management
• Fully manage onboarding/offboarding for client users: o Provision and configure devices (laptops/desktops). o Create/disable accounts in Microsoft 365, Azure AD, Active Directory. o Set up email, file access, MFA, group policies, and software packages. o Decommission devices securely and archive data where required.

Technical Support (Beyond Helpdesk)

• Handle escalated Tier 1 and basic Tier 2 support tickets (network, printer, email, login issues, system slowness, etc.).
• Use PSA and RMM tools to remotely troubleshoot and maintain endpoints.
• Perform basic administrative tasks on servers, M365 tenants, and firewalls under supervision.
• Document technical fixes and update SOPs/runbooks.

System Maintenance & Monitoring

• Monitor alerts from RMM tools and resolve low/medium-priority issues.
• Assist with patching schedules, antivirus status checks, and backup verifications.
• Perform periodic health checks on client environments (device performance, licenses, capacity).

Process Improvement & Project Assistance

• Support senior engineers in infrastructure or cloud migration projects.
• Create automation or PowerShell scripts for routine tasks (optional but encouraged).
• Proactively identify and recommend recurring issue fixes.

Qualifications

• Must be willing to work 100% onsite and residing near BGC, Taguig.
• Must be available for night shifts (8 PM - 5 AM Manila Time).
• Minimum 2 years of experience in Service Desk/Help Desk support.
• Proficient in troubleshooting Active Directory, Desktop, Office 365, Windows Server, Firewall, VPN, and End User Management.
• Strong written and verbal communication skills.
• At least 2 years of experience supporting global/international clients.

Company Benefits

• HMO with Free Dependents on Day 1
• Sponsored IT Certifications
• Convertible to Cash Leaves
• Annual Performance Bonus
• Night Differential Pay
• Government Mandated Benefits
• Life Insurance and Pet Insurance
• 13th Month Pay
• Discounted Lunch Meals
• Car Shuttle Service
• Free unlimited coffee and snacks everyday

Help Desk Specialist

Posted today

Job Description

Work Set-Up: 100% Onsite in BGC, Taguig

Shift: Eastern Time Shift

Company Description

IT By Design is a trusted growth partner for Managed Service Providers (MSPs) with over 20 years of experience. We provide dedicated engineers, always-on infrastructure management, and practical AI solutions to help businesses scale efficiently. Our services include 24x7 Helpdesk support, NOC, SOC, RMM Admins, and AI-powered automation tools. With a global team of over 800 members and SOC 2 Type II compliant operations, IT By Design ensures accountability, scalability, and people-first growth for MSPs.

Role Description

• Manage full user lifecycle: onboarding/offboarding, account creation/disablement (M365, Azure AD, AD), device provisioning/decommissioning, and secure data handling.
• Configure user access: email, MFA, file permissions, group policies, and required software packages.
• Provide Tier 1 and basic Tier 2 technical support (network, email, login, printer, slowness) using PSA/RMM tools and escalate when needed.
• Perform basic administrative tasks on servers, firewalls, and M365 tenants under supervision; document fixes and update SOPs/runbooks.
• Monitor and resolve alerts from RMM tools; assist with patching, AV checks, backup verification, and periodic health/environment checks.
• Support senior engineers with infrastructure projects, cloud migrations, and system improvements.
• Contribute to process improvement by creating automation/PowerShell scripts and recommending permanent fixes for recurring issues.

Qualifications

• HMO with Free Dependents on Day 1
• Sponsored IT Certifications
• Convertible to Cash Leaves
• Annual Performance Bonus
• Night Differential Pay
• Government Mandated Benefits
• Life Insurance
• Pet Insurance
• 13th Month Pay
• Discounted Lunch Meals
• Car Shuttle Service
• Free unlimited coffee and snacks everyday

Help Desk Support

Posted today

Job Description

Position: Help Desk Support

Location: Makati City

The Help Desk Support will serve as the first point of contact for clients' inquiries and concerns related to Life Insurance, HMO/Medical benefits, and Personal Accident Insurance. This role ensures timely resolution, accurate information dissemination, and efficient coordination with providers and internal departments to support employees' needs and enhance overall service satisfaction.

Key Responsibilities

• Assistance & Inquiry Handling
• Respond to queries related to insurance benefits, coverage, eligibility, and claims procedures.
• Provide accurate and timely information regarding Life, HMO/Medical, and Personal Accident insurance policies.
• Guide through claim filing, membership updates, and benefit availment.
• Coordination with Providers & Internal Teams
• Liaise with insurance providers for enrollment, renewals, endorsements, and claim resolutions.
• Escalate unresolved issues to the appropriate department or insurance provider.
• System & Record Management
• Update and maintain employee insurance records in the system.
• Ensure accuracy, confidentiality, and compliance with company policies and data privacy standards.
• Generate reports on insurance utilization, claim trends, and support ticket resolution.
• Process Improvement & Communication
• Provide feedback to improve internal processes related to employee insurance benefits.
• Assist in creating FAQs, guidelines, and communications to educate employees on their insurance benefits.
• Participate in insurance orientations, briefings, or wellness-related programs.

Qualifications

• Bachelor's degree Business Administration, or medical related field.
• At least 1–2 years of experience in help desk, or benefits administration (preferably with insurance handling).
• Familiarity with Life, HMO/Medical, and Personal Accident Insurance policies and processes.
• Strong communication and interpersonal skills with customer-service orientation.
• Proficient in MS Office and comfortable with HRIS/help desk ticketing systems.
• Detail-oriented, organized, and able to manage multiple tasks in a fast-paced environment.
• Ability to handle sensitive and confidential information with professionalism.
• Customer Service Orientation
• Problem-Solving and Analytical Thinking
• Attention to Detail and Accuracy
• Team Collaboration and Coordination
• Empathy and Patience in Handling Employee Concerns

Job Types: Full-time, Permanent

• Company events
• Health insurance
• Life insurance
• Promotion to permanent employee

Help Desk Analyst

Posted today

Job Description

Are you ready to make an impact? Join Infosys BPM and be a part of the pioneering campaign as a Service Desk Specialist / Subject Matter Expert and jumpstart your career This is for our pioneering campaign in BGC Site.

Key Responsibilities:

• Provide advance level support, fulfillment of timelines and advice to users ensuring maximum availability, performance and utilization of knowledge and information systems.
• Provide inputs for Problem management by leveraging best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling
• Own and provide recommendations for knowledge management by periodically reviewing knowledge articles and their usage. Classifying public, private, obsolete and restricted knowledge articles.
• Ensure that the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers
• Supports the tech agents by handling escalated tickets and coach them to improve their user handling skills.
• Measure, monitor and work to drive down incident levels. This will relate to Product and user problems. Ensure that the Service Desk actively participates in improving the usability and reliability of client services
• Process & SLA Compliance
• Knowledge Management
• Identify Process Re-engineering/transformational opportunities and participate in the initiatives
• Provide support to TL in engagement activities like training, logistics, acting as SPOC, etc.

Key Requirements:

• Minimum experience of 2 years with relevant experience as an Assistant TL/Interim/SME for Service Desk
• Bachelor's degree graduate or equivalent experience
• Expertise in common desktop applications, operating systems, and hardware
• Experience on Ticket Analysis and understanding issue trends
• Willingness to work in rotational shifts and Onsite in Clark

Why Infosys BPM Philippines:

• Quarterly Performance Bonus
• 24 Leaves annually
• Competitive HMO and Life Insurance for the employee and 2 eligible dependents upon hire
• Outstanding career development opportunities and fast track career progression
• Enjoy a fair work-life balance.
• Learning and Development Trainings
• We value Inclusion and Diversity

Disclaimer: " We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education. #Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines"

Ayala Alabang, National Capital Region ₱ Y Stark Asia Solutions, Inc

Posted today

Job Description

As a Service Desk / Help Desk Specialist, you will play a vital role in providing efficient and effective IT support to our customers, ensuring their technology needs are met and resolved in a timely manner.

Job Description:

• Respond to and resolve incoming IT support requests from end-users via phone, email, or ticketing system
• Diagnose and troubleshoot a variety of hardware and software issues
• Provide first-line support and escalate complex issues to the appropriate technical teams
• Maintain accurate and up-to-date documentation of all support activities
• Identify and recommend process improvements to enhance the customer experience
• Collaborate with cross-functional teams to ensure seamless IT service delivery

Job Requirements:

• Bachelor's degree in any field
• At least 18 months of experience in a service desk or IT helpdesk role
• Open for candidates who completed 1st year in college
• We are also accepting High School Graduate or Senior High School graduate with 4 years relevant experience
• Excellent communication and customer service skills to effectively interact with end-users

Job Types: Full-time, Permanent

Pay: Up to Php38,000.00 per month

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion

Application Question(s):

• Total Service desk experience in BPO International set-up
• Do you have experience in Service now?
• Unemployed?

Education:

• Senior High School (Required)

Experience:

• BPO ITSD: 2 years (Required)

Language:

Willingness to travel:

• 100% (Preferred)

Help Desk Support

Posted today

Job Description

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

At Acquire Intelligence, our mission is to help businesses work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career — Join us today and be part of a team where your work makes an impact

WHY JOIN THE A-TEAM?

• HMO coverage for you and your family
• Yearly Kick-Off Parties with major giveaways
• Get recognized through our 'Value Awards'
• Grow your career — yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900+ promotions given each year
• 2,700+ leadership training courses

A SNAPSHOT OF YOUR ROLE

As a Help Desk Support Specialist, you will support internal staff and management in utilizing platforms such as IBMS, Aquira, and Salesforce efficiently. You\'ll handle front-line queries, troubleshoot system issues, perform system administration, and work closely with various support tiers and vendors to maintain seamless operations.

Your Responsibilities Include

• Responding promptly and accurately to user queries with solutions, workarounds, or training materials
• Performing general system administration tasks including user setup and data maintenance
• Troubleshooting, replicating, and documenting system issues, escalating to Tier 2/3 as needed
• Tracking and managing support tickets using ServiceNow
• Assisting Tier 2/3 support with vendor coordination and reporting tasks
• Maintaining accurate documentation of bugs and resolutions

You'll Also

• Work collaboratively with different team members and departments
• Promote team efficiency and contribute to process improvements
• Communicate regularly with key stakeholders and attend team stand-ups and reviews
• Uphold OHS and EEO standards

a Bit About You

You\'ll thrive in this role if you are a service-minded, tech-savvy team player who\'s great at solving problems and staying organized.

Required Skills & Qualifications

• Ability to follow documented support procedures
• Strong oral and written communication skills
• Excellent customer service skills when dealing with internal and external users
• Ability to innovate and communicate technical ideas effectively
• Professional demeanor and a commitment to high standards of service

Preferred Skills

• Familiarity with IT platforms such as IBMS, Aquira, Salesforce
• Experience using ServiceNow or other ticketing tools
• Capacity to work in a fast-paced and dynamic environment

What Success Looks Like

• Timely resolution of internal support tickets
• Positive feedback from internal users
• Efficient collaboration with technical teams and vendors
• Proactive identification and mitigation of technical issues

What We Value

• Curious and Clever
• Entrepreneurial Energy
• Fast with Intent
• Laugh and Learn

What are you waiting for?

Join the A-Team and experience the A-Life

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IT Help Desk

Posted today

Job Description

We are looking for a Level 1 IT Help Desk Specialist to join our team. This role is perfect for someone who is detail-oriented, tech-savvy, and eager to support end-users with their day-to-day IT needs.

Responsibilities:

• Handle employee onboarding and offboarding (account setup, access, etc.)
• Perform password resets and resolve account lockouts
• Install and configure required software (Microsoft Office, Adobe, and other company-specific tools)

Provide basic troubleshooting for:

• Disk drive space issues
• Camera, keyboard, or monitor problems
• Network connectivity and website access
• Printer and Wi-Fi issues
• Shared/mapped drive access problems

Work Setup: Remote

Work Hours: 20 hours per week

Part-Time Employment

Night Shift

Help Desk Supervisor

Posted today

Job Description

Educational Background

Graduate in any discipline

Basic computer knowledge required (MS- Office Applications)

Proven ability to adapt to new tools by applying logical approach

Work experience as per the job grade.

Work Experience

The Tier 1 HR Helpdesk Client Manager is required to lead teams responsible for managing Tier 1 HR related queries from the client employees, line managers, vendors and other 3rd parties based on procedures defined, instructions provided and the knowledge base available. These queries relate to HR Policies, Employee Data Management, Payroll, Benefits, Learning and Development, T&A and other HR related topics. These queries should be managed in the specified time and with mandated level of accuracy with focus on first time closure. Responsible to ensure Service Levels and contractual compliance are adhered to.

This role requires mandatory periodic rotational shifts on 24/7 basis

5 days Work from office is mandatory requirement of the role

Knowledge and Experience

• Excellent understanding of various processes of core HR Operations
• Experience in Leading teams managing Tier 1 HR helpdesk for UK, Europe or US

Employees

• Should have experience in using Workflow / case management tools like ServiceNow

Good understanding of various HR Systems/ applications

Basic understanding of MIS

Good understanding of Quality Methodology and tools

Good understanding of Service level agreements and contractual compliance

requirements

Should have good Excel and Presentation skills

Should have excellent client and stakeholder management skills

Behavioral Attributes

Excellent written and verbal communication skills; excellent probing, problem-solving, decision making and negotiation skills; logical and efficient with keen attention to detail; effective troubleshooting skills; learning agility; good researching skills

Core Role Responsibilities

• Lead teams providing Tier HR helpdesk support to the Employees, Line Managers, Vendors and 3rd parties
• Team management, team engagement and succession planning
• Ensure appropriate staffing as required
• Financial and contract Management
• Ensure policies and procedures are followed and Zero noncompliance across the requirements
• Ensure the Service Levels are met consistently
• Ensure data privacy requirements are followed with utmost focus. Drive regular quality results by adhering to standards and guidelines; recommend improved procedures
• Manage expectations from client stakeholders and internal leadership
• Prepare and present data in internal and client governance forums
• Ability to drive a culture of high performance, continuous improvement and motivate the teams
• Gather insights from the customer regarding seasonal spike in volumes, forecasting and arrange appropriate staffing

Language requirement

Help Desk Technician

Mandaluyong, National Capital Region ₱ - ₱

Posted today

Job Description

WORK SCHEDULE: Helpdesk Technician – Remote (Work from home). Monday-Friday 6 am-3 pm MST (Manila time: 8 pm-5 am)

Knowledge, Skills, and/or Abilities Required

• Hardware and Software Expertise: Proficient in the installation, configuration, and troubleshooting of hardware and software.
• Technical Troubleshooting
• Effective Communication
• Detail Orientation
• Time Management
• Adaptability
• Fast-Paced Environment
• Interpersonal Skills
• Continuous Learning
• Customer-Centric Approach
• Analytical Thinking

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