L3 IT Support Specialist

Be the Key Link in High-Performing IT Support

Keep the world's IT running while staying local. In the high-speed outsourcing industry, you'll be the maestro of tickets, orchestrating solutions across global teams. Solve, escalate, and streamline complex systems while building a career that connects you to international operations-making every click count on a worldwide scale.

Your Role at a Glance

Be part of our team as a L3 IT Support Specialist, where you manage and validate support tickets, coordinate escalations, and ensure smooth communication between users, support teams, and developers. You'll troubleshoot complex issues, track resolutions, and keep global IT operations running efficiently.

Career Snapshot

Employment Type: Full-time

Shift: Night & Mid Shift, Split Days Off

Work Setup: Hybrid, Makati

Perks & Benefits

• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Hybrid work arrangement
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Who You Are

Education:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience)

Experience:

• 2-3 years prior experience in IT Service Desk, Application Support, or a similar role is highly preferred

Knowledge and Skills:

• Strong knowledge of ticket management systems (e.g., JIRA, FreshService, or equivalent)
• Detail-oriented with strong organizational skills to ensure accurate ticket handling and escalation
• Ability to work effectively under pressure in a fast-paced support environment
• Familiarity with ITIL processes or similar service management frameworks is an advantage

Your Daily Responsibilities

Ticket Intake and Validation:

• Handle initial intake and validation of service request tickets, ensuring all necessary details are captured and documented
• Assess and review BAU (Business-as-Usual) support tickets to determine correct escalation path
• Ensure all required information and supporting documentation are complete before ticket progression or escalation

Ticket Management and Workflow Coordination:

• Manage workflow of BAU support tickets, ensuring timely assignment and tracking of tasks
• Cascade tickets to appropriate support or development teams (L2, L3, or L4) for resolution
• Track progress of escalated tickets to ensure prompt and efficient follow-up until closure

Escalation Handling:

• Execute formal escalation process for cases requiring deeper technical intervention, following established protocols or direction from the Senior SME
• Coordinate with Level 2 (L2) support teams to confirm ticket details, user inputs, and gather additional information before escalation
• Route tickets to Level 3 (L3) or Level 4 (L4) developers, ensuring all pertinent information is provided for efficient troubleshooting

Communication and Collaboration:

• Act as central point of contact between end-users, support teams, and developers to maintain smooth communication and workflow
• Ensure clear, consistent, and timely communication across all involved parties, following defined communication plans
• Provide regular updates on ticket status and ensure all stakeholders are informed of progress and resolution

Why We Stand Out Among the Rest

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

Tim Vorbach, CEO

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