Technical Support Analyst II

3 days ago


Quezon City, Philippines Global Payments Inc. Full time
Technical Support Analyst II - Endpoint Management

Join to apply for the Technical Support Analyst II - Endpoint Management role at Global Payments Inc.

Technical Support Analyst II - Endpoint Management

1 day ago Be among the first 25 applicants

Join to apply for the Technical Support Analyst II - Endpoint Management role at Global Payments Inc.

  • Provide Level 2 technical support for desktop, software, hardware, and network-related issues escalated from Tier 1, with a focus on achieving first-call resolution when possible.
  • Act as a business partner representing IT User Services, delivering excellent customer service using active listening, clear communication, and effective troubleshooting.
  • Use remote access tools (e.g., TeamViewer, RDP) and endpoint management platforms (e.g., VMware Workspace ONE) to troubleshoot user issues, push updates, manage configurations, and enforce compliance policies across global endpoints.
  • Handle support requests via ticketing systems such as ServiceNow, ServiceManager, or ServiceDesk+, ensuring incidents and requests are resolved or appropriately escalated within SLA timelines.
  • Collaborate with onshore/offshore teams to ensure round-the-clock support, including hardware diagnostics, software deployments, and system patching during off-hours.
  • Diagnose and resolve advanced technical challenges, including system configurations, network issues, and hardware failures.
Description
Duties and Responsibilities:
  • Provide Level 2 technical support for desktop, software, hardware, and network-related issues escalated from Tier 1, with a focus on achieving first-call resolution when possible.
  • Act as a business partner representing IT User Services, delivering excellent customer service using active listening, clear communication, and effective troubleshooting.
  • Use remote access tools (e.g., TeamViewer, RDP) and endpoint management platforms (e.g., VMware Workspace ONE) to troubleshoot user issues, push updates, manage configurations, and enforce compliance policies across global endpoints.
  • Handle support requests via ticketing systems such as ServiceNow, ServiceManager, or ServiceDesk+, ensuring incidents and requests are resolved or appropriately escalated within SLA timelines.
  • Collaborate with onshore/offshore teams to ensure round-the-clock support, including hardware diagnostics, software deployments, and system patching during off-hours.
  • Diagnose and resolve advanced technical challenges, including system configurations, network issues, and hardware failures.
Configure, provision, and support mobile devices and platforms, perform system upgrades.
  • Create, update, and maintain technical documentation and knowledge base content to support knowledge sharing and future incident resolution.
  • Participate in on-call rotations or shift-based support that may include evenings, weekends, or holidays as directed by leadership.
  • Ensure compliance with Global Payments’ IT policies, procedures, and security standards.
  • Perform other duties as assigned and coordinate with Human Resources as needed for policy compliance.
Knowledge, Experience, Skills, And Behaviors
Required Education:
At least 2 years of college completed
College coursework in the Computer Science, Management Information Systems or related field of study
Preferred Education/Certification:
Bachelor's degree in Computer Science or related field preferred.
Certifications such as CompTIA (A+, Network+), Microsoft (MCP, MCSA), Cisco (CCNA), or ITIL Foundation are a plus.
Required Experiences:
Minimum 3 years of IT support or endpoint management experience in an enterprise environment.
Experience with Windows/macOS, Active Directory, and remote troubleshooting tools.
Proficient in PowerShell scripting and automation for support tasks.
Skills\Behaviors:
Strong technical troubleshooting, communication, and documentation skills.
Fluent in English; able to explain technical issues clearly to non-technical users.
Experience with tools like ServiceNow, Workspace ONE, RDP, TeamViewer.
Ability to manage multiple issues simultaneously in a 24x7, cross-functional environment.
Proactive, team-oriented mindset with a customer service focus.
Physical Requirements and Working Conditions
Physical Requirements:
Those required in a typical office environment include sitting most of the time, finger dexterity for computer and paperwork, talking to convey detailed or important instructions, average hearing for normal conversations, and average visual acuity. Lifting and maneuvering of supplies, materials, or equipment weighing up to 50 pounds.
Working Conditions:
No hazardous or significantly unpleasant conditions.
Supplemental:
The above statements describe the general nature and level of work being performed as of the date of preparation and approval. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the position. Employees holding this position will be required to perform any other job-related duties as requested by management. The job description does not constitute an employment agreement between the employer and employee, and all requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the associate or others or which impose undue hardships on the organization.Seniority level
  • Seniority level Mid-Senior level
Employment type
  • Employment type Full-time
Job function
  • Job function Information Technology
  • Industries Financial Services and IT Services and IT Consulting

Referrals increase your chances of interviewing at Global Payments Inc. by 2x

Get notified about new Technical Support Analyst jobs in Quezon City, National Capital Region, Philippines .

Makati, National Capital Region, Philippines 1 week ago

Makati, National Capital Region, Philippines 1 week ago

Taguig, National Capital Region, Philippines 1 week ago

Manila, National Capital Region, Philippines 4 months ago

Pasay, National Capital Region, Philippines 1 week ago

Taguig, National Capital Region, Philippines 4 days ago

Taguig, National Capital Region, Philippines 1 week ago

Manila, National Capital Region, Philippines 2 days ago

Technical Support Engineer (Metro Manila)

Mandaluyong, National Capital Region, Philippines 5 months ago

Makati, National Capital Region, Philippines 2 weeks ago

Manila, National Capital Region, Philippines COP33,000.00-COP50,000.00 2 months ago

Manila, National Capital Region, Philippines COP33,000.00-COP50,000.00 3 weeks ago

Taguig, National Capital Region, Philippines 1 week ago

Taguig, National Capital Region, Philippines 1 week ago

Pasig, National Capital Region, Philippines 1 month ago

Manila, National Capital Region, Philippines 1 year ago

Manila, National Capital Region, Philippines 1 week ago

Makati, National Capital Region, Philippines 2 weeks ago

National Capital Region, Philippines 4 weeks ago

Pasig, National Capital Region, Philippines 3 weeks ago

Quezon City, National Capital Region, Philippines 4 months ago

Manila, National Capital Region, Philippines 1 week ago

Quezon City, National Capital Region, Philippines 1 week ago

Manila, National Capital Region, Philippines 5 days ago

Jr. Technical Support - Onsite - Pasig City

Pasig, National Capital Region, Philippines 5 days ago

Pasig, National Capital Region, Philippines 2 weeks ago

Quezon City, National Capital Region, Philippines 1 week ago

Customer Technical Support Engineer (After Hours) - Remote

Manila, National Capital Region, Philippines 6 days ago

Makati, National Capital Region, Philippines 1 year ago

Manila, National Capital Region, Philippines 5 days ago

Taguig, National Capital Region, Philippines 1 day ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

  • Quezon City, Philippines RELX Full time

    Accounting Analyst II - Labour Accountant RELX Quezon City, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Accounting Analyst II - Labour Accountant role at RELX Accounting Analyst II - Labour Accountant RELX Quezon City, National Capital Region, Philippines 1 week ago Be among the first 25 applicants Join...


  • Cebu City, Philippines Optum Full time

    Join to apply for the Assoc Tech Support Analyst II role at Optum Join to apply for the Assoc Tech Support Analyst II role at Optum Get AI-powered advice on this job and more exclusive features. Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will...

  • IT Tech II

    5 days ago


    Quezon City, Philippines Intelligent Technical Solutions (ITS) Full time

    JOB DESCRIPTION: Join Intelligent Technical Solutions, a dynamic and growing company, as our Technician II. We're looking for a collaborative problem-solver with excellent customer service skills and a detail-oriented mindset. In this role, you'll be pivotal in providing remote IT support, ensuring our clients receive top-notch technical assistance. You'll...


  • Cebu City, Central Visayas, Philippines Staff4Me Full time

    Staff4Me is seeking a Technical Support Engineer Tier II to join our dynamic support team. As a Tier II engineer, you will handle complex technical issues and provide expert guidance to our customers, ensuring they receive high-quality support. You will work closely with both customers and Tier I engineers, playing a crucial role in maintaining customer...


  • Cebu City, Philippines Staff4Me Full time

    Staff4Me is seeking a Technical Support Engineer Tier II to join our dynamic support team. As a Tier II engineer, you will handle complex technical issues and provide expert guidance to our customers, ensuring they receive high-quality support. You will work closely with both customers and Tier I engineers, playing a crucial role in maintaining customer...


  • Cebu City, Philippines CallTek Full time

    Staff4Me is seeking a Technical Support Engineer Tier II to join our dynamic support team. As a Tier II engineer, you will handle complex technical issues and provide expert guidance to our customers, ensuring they receive high-quality support. You will work closely with both customers and Tier I engineers, playing a crucial role in maintaining customer...

  • HRT Analyst II

    1 week ago


    Quezon City, National Capital Region, Philippines RELX Full time

    OverviewJoin or sign in to apply for the HRT Analyst II role at RELX. This opportunity involves working with a broad range of products and teams to support testing and ensure quality of search results and AI-generated responses.ResponsibilitiesSetting up tests (using our internal testing tool) based on specifications provided. Training will be...

  • HRT Analyst II

    3 days ago


    Quezon City, Philippines RELX Full time

    Overview Join or sign in to apply for the HRT Analyst II role at RELX. This opportunity involves working with a broad range of products and teams to support testing and ensure quality of search results and AI-generated responses. Responsibilities Setting up tests (using our internal testing tool) based on specifications provided. Training will be provided....


  • Quezon City, National Capital Region, Philippines Global Payments Inc. Full time $80,000 - $120,000 per year

    Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing...


  • Quezon City, Philippines RELX Full time

    RELX Quezon City, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Information Security Analyst II role at RELX RELX Quezon City, National Capital Region, Philippines 1 day ago Be among the first 25 applicants Join to apply for the Information Security Analyst II role at RELX Get AI-powered advice on this...