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Tier 2 Technical Support Representative

4 weeks ago

Cebu City, Philippines OfficePartners360 Full time

Cebu City, Philippines | Posted on 05/28/2025

  • Response to tickets escalated from Tier 1
  • Creates, monitors, tracks, schedules, updates and closes tickets within ServiceNow in a timely manner
  • Provide friendly, professional support via phone, email, and on-site.
  • Independently resolve most issues with Windows 7, 10, and network printers, software, and hardware break/fix
  • Collaborate with vendors to resolve issues as necessary
  • Diagnoses and troubleshoots end-user desktop application issues and provide appropriate solution
Requirements
  • EXCELLENT English communications skills
  • Must have a BPO experience
  • Willing to work on a shifting schedule
  • 2+ years of experience in an IT Help Desk role
  • Experience in Office 365 and Active Directory Services
  • Working knowledge of Windows 7 and 10 and Microsoft Office suite
  • Basic understanding of Networking
  • Remote access technologies (VPN terminal services, published apps, etc.)
  • Preferred experience working with ServiceNow, Salesforce, and VMware
  • Ability to assist others with complex issues in a professional manner
  • Ability to manage and prioritize incidents, requests, and tasks
  • Strong problem analysis and problem-solving skills
  • Excellent written and verbal communication skills
  • Resourceful, well organized, highly dependable, efficient and detail-oriented
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