Technical Support Expert

4 days ago


Manila, National Capital Region, Philippines Globe Telecom Full time

At Globe Telecom, we strive to create a world where technology empowers our customers and communities. Our goal is to deliver exceptional IT services that enhance the digital lifestyle.

Job Overview

We are seeking an experienced Technical Support Expert to join our team. As a key member of our Operations department, you will be responsible for delivering high-quality IT services to our customers.

Key Responsibilities
  1. Provide 2nd level troubleshooting and technical support for complex IT issues.
  2. Manage licenses for specific IT services and ensure accurate and timely handling of incidents.
  3. Facilitate the resolution of incidents and service requests in partnership with internal teams and vendors.
  4. Monitor and track escalated incidents and service requests, ensuring quality resolution within SLA.

Requirements

To succeed in this role, you will need:

  • 4 to 5 years of experience in one or more of the following: Technical Support, Systems Administration, Database Administration, Systems Analysis, Programming, IT Operations, or Engineering.
  • Background in Consulting, Telecom, or IT Industry.
  • Experience with ITSM processes, including Incident Management, Change Management, and Problem Management.
  • Ability to work flexible hours and be on-call.
  • Knowledge in ITIL; ITIL Certification and Lean Six Sigma Certification are ideal but not mandatory.


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