IT Support Specialist L1/L2

1 week ago

Taguig, National Capital Region, Philippines HR TechX Corp. Full time
Overview

The IT Support Specialist is responsible for responding to Level 1 and 2 end-user requests through our ticketing system, providing timely and effective resolution of hardware, software, and network issues. The ideal candidate will have experience working collaboratively with onshore teams and a strong understanding of IT support workflows, with ServiceNow experience considered a plus.

Responsibilities
  • Provide Level 1 and Level 2 technical support for end users, including troubleshooting issues related to:
    • Workstations, laptops, and peripherals (printers, scanners, etc.)
    • Operating systems and standard business applications
    • Network connectivity (LAN/WAN)
    • Respond to and manage support tickets using a ticketing system (preferably ServiceNow), ensuring timely resolution and proper documentation.
    • Collaborate with onshore IT teams to escalate and resolve complex issues.
    • Install, configure, and upgrade hardware and software as needed.
    • Track and document all support activities, resolutions, and follow-ups.
    • Assist with remote setup and maintenance of IT infrastructure in various office locations.
    • Support operational systems such as telephony, security, and office equipment.
    • Provide administrative support for IT operations, including inventory tracking and reporting.
Qualifications
  • Bachelor's degree in Information Technology or a related field, or equivalent work experience.
  • Minimum 2-3 years of experience in an IT support role (L1/L2).
  • Familiarity with ticketing systems and IT support workflows.
  • Experience supporting users in a multinational, multicultural environment.
  • Strong communication skills in English, both written and verbal.
  • Ability to work independently and collaboratively with remote/onshore teams.
Preferred Qualifications
  • Experience with ServiceNow or similar ITSM platforms.
  • Microsoft certifications (e.g., MCP, MTA, or equivalent).
  • Experience in healthcare or regulated industries is a plus.
Key Skills
  • Proficiency in Microsoft 365 Office Suite (Excel, Word, Outlook)
  • Strong organizational and documentation skills
  • Excellent customer service and interpersonal skills
  • Analytical thinking and problem-solving abilities
  • Ability to manage multiple tasks and prioritize effectively
  • Familiarity with VOIP phone systems and remote support tools

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