Desktop Support Specialist

Functional Responsibilities Provide support for desktop, application, and printer issues escalated from the Service Desk. Diagnose and resolve complex hardware, software, and connectivity problems, ensuring minimal disruption to end-user productivity. Perform root-cause analysis and contribute to problem management to prevent recurring issues. Take ownership of escalated tickets in the ticketing system (4me / Xurrent), ensuring timely updates and accurate resolution documentation. Escalate unresolved infrastructure or network issues to Infrastructure team with detailed analysis and supporting information. Leverage the knowledge base and contribute improvements for efficient first-touch resolutions. Work closely with the IT Manager, Infrastructure, and Vendor teams to coordinate actions, follow-ups, and resolutions. Communicate effectively with end users and technical teams to ensure clear expectations and timely feedback. Act as a mentor and escalation point for Level 1 staff, providing guidance on troubleshooting methods and best practices. Support device refresh projects, including laptop and mobile rollouts, ensuring accurate configuration and deployment via Intune / Autopilot. Assist in monitoring device performance and compliance through Microsoft Endpoint Manager tools. Assist in system health monitoring, patch compliance, and endpoint security. Coordinate proactive checks and follow up on recurring alerts or incidents. Maintain and update knowledge base articles, FAQs, and configuration guides. Document root-cause analyses, resolutions, and lessons learned for continuous improvement. Requirements Minimum 3+ years' experience in IT support, service desk, or desktop support roles mandatory. Previous experience handling desktop escalations or complex end-user issues is mandatory. Demonstrated experience with Intune / Autopilot management mandatory. Proficiency with 4me / Xurrent or similar ITSM ticketing systems mandatory. Strong knowledge of MS Office 365, Active Directory, and Windows operating systems mandatory. Experience in device imaging, deployment, and endpoint security management. Nice to have Bachelor's degree in Computer Science, Information Technology, or a related field (preferred). Experience with Microsoft SharePoint and Teams administration a plus. Benefits & perks Hybrid Work Setup Medical, Dental Coverage and Life insurance from day 1 of employment Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion) Competitive salary package and annual appraisal Financial Assistance Program Mandatory Government Benefits and 13th Month Pay Complimentary Sleeping Quarters, Coffee at no costComplimentary Office Fitness and Wellness Facilities at no cost Regular Company Events, Work Life Balance, and Career growth opportunities Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA JOIN CONNECTOS NOW ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice. Our client based in Australia specializes in helping businesses build efficient and successful hybrid teams by combining client's current team and offshore talent. With their expertise, they can maximize productivity, enhance collaboration, and achieve cost-effective results. #ConnectOSCareers #JoinConnectOS Equal Employment Statement Employment decisions at ConnectOS will be conducted without consideration of factors such as age, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes. #J-18808-Ljbffr