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IT Support Specialist L1/L2

22 hours ago

Taguig, National Capital Region, Philippines HRTX Full time


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.

Essential Duties & 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.

Required Qualifications and Experience:

  • 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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