Level 2 Service Desk Technician

2 days ago

Manila, National Capital Region, Philippines STAFF X Full time ₱900,000 - ₱1,200,000 per year
About the Company:
Our client is a leading Australian provider of automation and robotics solutions, with over 30 years' experience transforming manufacturing and industrial operations. They partner with sectors including food & beverage, pharmaceuticals, renewables, construction materials, and FMCG — helping businesses lift efficiency, quality, and competitiveness.
With full in-house expertise in engineering, software, and controls, the team delivers tailored solutions and long-term support, underpinned by a commitment to innovation, sustainability, and collaboration.

About the Role:
As an L2 Service Desk Technician, you'll provide second-line technical support for client issues escalated from Tier 1. You'll conduct deeper investigation and resolution across control systems, SCADA, PLCs, and HMIs, ensuring high-quality client support within a 24/7 rostered environment.
This role blends strong technical ability with excellent communication and the confidence to resolve complex problems under pressure, while also contributing to the improvement of knowledge systems and troubleshooting guides.
Key Responsibilities:

·       Serve as the second line of technical support for client issues escalated from Tier 1, providing deeper investigation and resolution

·       Act as the main point of contact for escalated support requests via phone, email, and the ticketing system

·       Perform advanced troubleshooting and diagnostics on client systems, including controls, SCADA, and PLC systems

·       Utilize strong technical skills to identify root causes and implement effective resolutions or workarounds

·       Provide remote support to guide clients through machine fault resolution using onsite HMIs and system interfaces

·       Document all support interactions, diagnostic steps, and client communications in the service management system

·       Assess and classify escalated support cases based on criticality and business impact

·       Escalate unresolved or highly complex issues to Tier 3 in line with the client's escalation protocols, ensuring detailed handover notes

·       Monitor open cases to ensure timely follow-up and resolution, providing proactive updates to clients

·       Maintain up-to-date knowledge of client systems, recovery procedures, and the client's product portfolio

·       Contribute to the improvement of recovery scripts, troubeshooting guides, and technical knowledge base articles

·       Participate in 24/7 rostered support shifts, including nights, weekends, and public holidays, as required

Requirements:

Required Skills & Experience

  • Solid technical understanding of control systems, SCADA, HMIs, PLCs, and industrial automation environments
  • Proven ability to perform advanced troubleshooting and diagnostics beyond scripted processes, identifying root causes and implementing solutions
  • Remote support experience and the ability to guide clients through complex technical steps calmly and clearly
  • Demonstrated experience in a service desk, help desk, or technical support role handling escalated (Tier 2) issues
  • Proficiency with ticketing systems and IT/OT support workflows, including case classification and escalation procedures
  • Ability to assess issue severity, prioritise appropriately under pressure, and escalate effectively when required
  • Knowledge of Rockwell Allen Bradley and Siemens platforms to troubleshoot and support client operations
  • Strong documentation skills with attention to detail to ensure accurate and comprehensive case records

Desirable Skills & Qualifications

  • Hands-on experience with PLC, SCADA, controls, robotics, or industrial automation systems
  • Certificate, diploma, or degree in Information Technology, Mechatronics, Industrial Automation, Electrical Engineering, or a related field
  • Experience working in manufacturing, industrial, or engineering environments supporting production systems or machinery
  • Familiarity with ITIL or other service management frameworks
  • Ability to contribute to continuous improvement of recovery scripts, troubleshooting guides, and knowledge base articles

What's on Offer

·       A challenging role in the frontline of industrial automation and robotics

·       Ongoing professional development with exposure to advanced technologies

·       Opportunities to work across multiple industries and complex systems

·       A collaborative team culture where your expertise makes a real impact

Apply Now

If you're ready to step into a pivotal technical role and grow your career in automation support, we'd love to hear from you. For a confidential conversation about this opportunity — or to explore other roles Staff X is supporting — please get in touch.

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