Level 2 Service Desk Technician

8 hours 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.

  • Service Desk Technician L1

    2 weeks ago

    Manila, National Capital Region, Philippines Milestone Technologies, Inc. Full time ₱300,000 - ₱450,000 per year

    We're seeking a Help Desk Technician to join our skilled IT Help Desk Operations team, providing support to local and global internal users. The goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. The role involves supporting both Mac and PC environments, resolving complex technical issues...

  • Service Desk Technician Tier 1

    2 days ago

    Manila, National Capital Region, Philippines ScalableOS Full time ₱300,000 - ₱450,000 per year

    This is a remote position.SUMMARYThe Service Desk Technician I is responsible for providing remote technical support to users efficiently and accurately. The Service Desk Technician I is the front line, and responsible for solving basic technical problems.  The Service Desk's objective is to quickly identify and resolve basic customer technology issues.JOB...

  • Mobility Service Desk Technician

    4 days ago

    Manila, National Capital Region, Philippines Acuity Technologies Full time ₱400,000 - ₱600,000 per year

    IS THIS FOR YOU?Are you a hard-working diligent person?Are you determined and persistent in making sure tasks are correct and complete?Do you like to support co-workers and clients?Are you interested in technology?Are you looking for an opportunity to make a real impact on an organization?Do you have help desk experience in IT or Mobility support?If this...

  • Service Desk Technician L1

    2 weeks ago

    Manila, National Capital Region, Philippines Milestone Technologies Full time ₱250,000 - ₱450,000 per year

    *Company Overview* Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for...

  • L1 / L2 Service Desk Technician

    2 weeks ago

    Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time ₱300,000 - ₱450,000 per year

    SUMMARYThe Service Desk Technician is the first point of contact for end-users experiencing technical issues. This role is crucial in providing timely and effective support and ensuring minimal disruption to business operations. The successful candidate will possess strong troubleshooting skills, excellent communication abilities, and a customer-centric...

  • IT Service Desk

    7 hours ago

    Manila, National Capital Region, Philippines GodHeir Services Full time ₱360,000 - ₱540,000 per year

    JOB ROLE: IT SERVICE DESKYears of Related Experience: 2 to 4yearsBPO Experience :1 YearIndustry/ Domain experience : Retail, Hospitality, HealthcareSite Location : TaguigSALARY: P30K TO P45KEssential Responsibilities and Duties• Provides First and second-line investigation and diagnosis• Resolves and closes incidents/service requests as per Service desk...

  • IT Service Desk

    2 weeks ago

    Manila, National Capital Region, Philippines Private Advertiser Full time ₱2,000,000 - ₱2,500,000 per year

    Job Responsibilities:Team Management: provides team development, support operations and builds capacity to achieve goals while understanding technology functionality, standard operating procedures, common issues, and solutions across Core Operations in ITSS Space.Strategic Planning and Communication: responsible for developing and implementing strategic...

  • IT Service Desk Agent

    2 days ago

    Manila, National Capital Region, Philippines CluneTech Full time ₱30,000 - ₱60,000 per year

    Clune Tech is a suite of companies providing cutting - edge solutions that simplify global business. Our technology streamline business processes such as digital sales, global payroll, tax compliance, global VAT & cross - border payments, making business better for our customer worldwide.CluneTech has been recognized as a Great Place to Work for 10...

  • Information Technology Help Desk Technician L1/L2/Team Lead

    1 week ago

    Manila, National Capital Region, Philippines BROCENT Full time ₱900,000 - ₱1,200,000 per year

    Company DescriptionBROCENT is a Global IT Managed Service Provider utilizing a "Platform + Service" model driven by Big Data & AI. We provide comprehensive IT Support & Maintenance Plans across 100+ countries, enhancing IT Return on Investment and reducing Total Cost of Ownership (TOC). Our flexible management framework allows clients to optimize IT...

  • Service Desk Analyst

    1 week ago

    Manila, National Capital Region, Philippines Capgemini Full time ₱300,000 - ₱450,000 per year

    Role Qualifications 1 – 2 years working experience in a Technical Help Desk Environment providing 1st level phone support to a large customer base.1 - 2 years' work experience in customer services support or having equivalent kind of skills experience, soft skills a must.1 - 2 years' experience supporting the following hardware and software: PC, Macintosh,...