WW TSC Software L3

4 weeks ago

Cebu City, Central Visayas, Philippines Lexmark Full time

JOB PURPOSE/MISSION/SUMMARY :
- Responsible for providing technical support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and/or complex software. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:

Escalation Point

•Provide primary escalation point for TSC Support Software Team for all technical issues that cannot be resolved by 1st or 2nd level resources. Work directly with Support Partner Specialists to gather common problems/solutions for Knowledgebase articles and assist in duplicating technical issues that have to be escalated to PE.


•Work with the Lexmark and Partner Training Teams on implementation of new procedures to eliminate future escalations.


•Resolve High-Level Software Issues


•In case of Urgent or Critical Issue, be ready to go onsite in order to facilitate and speed up the issue resolution


•Analyze escalated issues for root cause and work with TSC Support Partner and PE to develop action plans to resolve.

Technical Support Center and Partner Engagement


•Identify need for self-help and agent assistance online tools. Provide this feedback to the Lexmark Service Information Management Team with recommendations for solutions.


•Monitor "call causes" for escalations from TSC Support Partner and identify ways to reduce. Successful applicant will be the process owner for all aspects of Software Technical Support. This includes owning the process end-to-end, documenting and updating the process and auditing the process to ensure it is functioning as designed. This includes analysis of repeat service actions or collective account performance regarding support calls and/or service action frequency


•Conduct remote call monitoring of TSC vendor support locations and provide recommendations to Support Partner Quality Assurance Teams on areas of improvement.

Trainer

•Coordinate New Product Introduction activities. This may include managing product orders and shipments for worldwide call center locations. Ensure that new product training schedules are planned for the call centers.


•Continually increase personal product knowledge and trouble-shooting techniques for all environments supported by Lexmark products.

Technical Ombudsman

•Answer and resolve CEO complaints and non-traditional support contacts. This includes acting as a single point of contact for each issue to closure and requires sound business judgment.


•Each 3rd Level Support Specialist is empowered to represent Lexmark interests and has the authority to grant concessions on warranty service or provide refunds and upgrades in order to satisfy the issue. Work with the Lexmark Ombudsman team and close out all issues with resolution and lessons learned.

How to Apply ?

Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now

Global Privacy Notice

Lexmark is committed to appropriately protecting and managing any personal information you share with us. Click here to view Lexmark's Privacy Notice.

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you're just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you'll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

Lexmark is a diverse and inclusive workplace where all employees can be their authentic selves and individual differences are valued and celebrated. We believe that our company, our communities and our customers reap the rewards of this. We are proudly an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, color, religion, gender, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression. For more information, click here .

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact

#J-18808-Ljbffr

  • L3 Application Support Engineer

    3 days ago

    Cebu City, Central Visayas, Philippines FPT Software Full time ₱900,000 - ₱1,200,000 per year

    Job SummaryWe are seeking a seasoned Level 3 Application Support Engineer (with Data Engineering Specialization) with deep expertise across modern integration and analytics platforms. This role involves advanced incident/issue troubleshooting, performance tuning, and enhancement of enterprise data solutions built on GCP services, ETL tools & BI Platforms to...

  • L2 Data Ops Support Engr

    4 days ago

    Cebu City, Central Visayas, Philippines FPT Software Full time ₱900,000 - ₱1,200,000 per year

    L2 Data Ops Support EngineerJob SummaryWe are seeking a proactive and detail-oriented Data Operation Support Engineer (Level 2) to join our AMS team. This role is responsible for monitoring, troubleshooting, and supporting data pipelines and analytics platforms built on Google Cloud Platform (GCP), Informatica IICS, and Power BI. The ideal candidate will...

  • CX Technical Support

    3 days ago

    Cebu City, Central Visayas, Philippines XCELIT Full time ₱360,000 - ₱480,000 per year

    CX Technical Support (IT Helpdesk & VoIP)Location: Cebu/Clark, PhilippinesEmployment Type: Full-Time, On-siteAbout XCELITXCELIT's Purpose: We believe technology should empower people and enterprises. XCELIT exists to give our clients the confidence to grow, innovate, and thrive, knowing their people, their data, and their reputation are always...

  • Platform Support Team Lead

    4 weeks ago

    Cebu City, Central Visayas, Philippines Trax Technologies Full time

    About the Responsibilities:You will be responsible forsupporting, mentoring, training, and supervising a team of support specialistsHandle escalations which require immediate attention from managementMonitor performance of shift and reassign duties as appropriateYou will assist your direct reports in handling Level 1/Level 2 platform support to teams within...

  • L1 Microsoft Support Engineer

    4 days ago

    Cebu City, Central Visayas, Philippines Private Advertiser Full time ₱400,000 - ₱600,000 per year

    Position OverviewWe are seeking a motivated and customer-focused L1 Microsoft Support Engineer to join our IT support team. The role involves providing first-line technical assistance to end users, troubleshooting Microsoft-related applications, systems, and services, and escalating issues when necessary. This position is ideal for someone who is passionate...

  • Senior IT Support Specialist

    3 days ago

    Angeles City, Central Luzon, Philippines The Lead Tree - Clark Outsourcing Full time ₱1,200,000 - ₱2,400,000 per year

    Position Title: Senior IT Support SpecialistWork Set Up: On-SiteSchedule: 3:30 AM to 12:30 PM PH TimeJob Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark PampangaQuick Rundown:The IT Support Specialist is responsible for providing technical support to end-users and ensuring the smooth operation of IT systems and services. This role...

  • Senior IT Support Specialist

    2 days ago

    Angeles City, Central Luzon, Philippines Clark Outsourcing Full time ₱480,000 - ₱960,000 per year

    Position Title: Senior IT Support Specialist Work Set Up: On-Site Schedule: 3:30 AM to 12:30 PM PH Time Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga Quick Rundown: The IT Support Specialist is responsible for providing technical support to end-users and ensuring the smooth operation of IT systems and services....

  • L3 Technical Support Representative | Hybrid

    2 weeks ago

    Cebu City, Philippines Lexmark Full time

    Overview L3 Technical Support Representative | Hybrid Join to apply for the L3 Technical Support Representative | Hybrid role at Lexmark. Get AI-powered advice on this job and more exclusive features. Responsibilities Provide primary escalation point for TSC Support Software Team for all technical issues that cannot be resolved by 1st or 2nd level resources....

  • WW Solutions Operations Lead

    2 weeks ago

    Cebu City, Philippines Lexmark Full time

    WW Solutions Operations Lead page is loadedWW Solutions Operations Lead Apply locations Cebu Philippines R&D time type Full time posted on Posted Yesterday job requisition id R4337Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision. When you join us, you step into a technology...

  • Software Engineer

    2 weeks ago

    Batangas City, Philippines Canonical Full time

    Join to apply for the Software Engineer - L3 Support role at Canonical 3 days ago Be among the first 25 applicants Join to apply for the Software Engineer - L3 Support role at Canonical Get AI-powered advice on this job and more exclusive features. Canonical is a leading provider of open source software and operating systems to the global enterprise and...

  • L3: Platform Operations Support

    4 days ago

    Makati City, National Capital Region, Philippines RCC Colab Solutions, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Company DescriptionRCC Colab Solutions Inc. is an IT software solutions provider and consulting services based in Makati. We offer personalized business solutions to address company pain points and ensure scalable solutions for improved business operations and rapid growth.URGENTLY HIRING:L3: Platform Operations SupportJob Summary:Manages platform-level...

  • L3 System Engineer

    3 weeks ago

    Caloocan City, National Capital Region, Philippines ScalableOS Full time

    OverviewThe L3 Engineer will troubleshoot complex Windows OS and networking issues, collaborate with vendors for third-party software support when needed, manage network infrastructure, and maintain server and workstation systems. The role focuses on delivering exceptional customer service to clients while supporting and mentoring team members.To be...

  • Geo Pricer

    2 days ago

    Metro Cebu, Philippines Lexmark Full time ₱900,000 - ₱1,200,000 per year

    Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you're just starting out or leading at the highest levels, this is a place to grow, stretch, and make...

  • IT ServiceDesk Specialist

    1 week ago

    Cebu City, Philippines BSA Solutions Inc. Full time

    Overview LOCATION: FLB Corporate Center, Cebu Business Park WORK TYPE: Full-time role WORK ARRANGEMENT: Onsite SHIFT: Monday – Friday 10:00 PM – 7:00 AM PAY RANGE: Php 40,000 – Php 50,000 About BSA Solutions Come be a part of a "Great Place to Work" at BSA Solutions Inc., where we're not just offering jobs- we're building careers. With offices in...

  • IT ServiceDesk Specialist

    2 weeks ago

    Cebu City, Philippines BSA Solutions Inc. Full time

    Overview LOCATION: FLB Corporate Center, Cebu Business Park WORK TYPE: Full-time role WORK ARRANGEMENT: Onsite SHIFT: Monday – Friday 10:00 PM – 7:00 AM PAY RANGE: Php 40,000 – Php 50,000 About BSA Solutions Come be a part of a "Great Place to Work" at BSA Solutions Inc., where we’re not just offering jobs- we’re building careers. With offices...

  • IT Infrastructure Administrator

    2 weeks ago

    Cebu City, Philippines Gardenia Bakeries (Philippines), Inc. Full time

    Responsibilities Install, configure, administer enterprise production servers, file servers, email system and application servers Ensure that computer operations are performing properly for the use by employees, either directly or through subordinates Troubleshoots hardware and software applications; monitors performance and resolves any problems with...

  • Senior Service Desk Analyst L2/L3

    2 weeks ago

    Cavite City, Philippines Probe CX Full time

    Senior Service Desk Analyst L2/L3 - WFH | Dayshift Probe CX Makati, National Capital Region, Philippines Supporting the team to ensure that escalated tickets from the L1 Service Desk are resolved without the need for developer engagement. This role will support the deployment of new stores equipment remotely, completing configuration of hardware and...