SERVICE DESK AGENT – L2 (Dolores, Mabalacat, Pampanga Site)

Drive Resolution. Enable Productivity. Elevate Customer Experience. Join a global technology leader and become a key part of a high-performing IT support team delivering exceptional end-user experiences. You will leverage your technical expertise to resolve complex issues, support enterprise users, and contribute to continuous service improvement in a fast-paced, collaborative environment. What You'll Do Provide Level 2 technical support for escalated incidents and service requests. Diagnose and resolve issues across Windows, Microsoft 365, Outlook, Teams, Active Directory/Entra ID, VPN, networking, and end-user devices. Manage tickets through to resolution while meeting service level commitments. Escalate advanced technical concerns to specialized support teams when necessary. Deliver timely user communications and maintain accurate ticket documentation. Provide technical guidance and support to Service Desk L1 teams. Develop and enhance knowledge base articles and troubleshooting documentation. Identify recurring issues and recommend process and service improvements. Support operations within a 24x7 rotating shift environment. What We're Looking For Bachelor of Science Degree in IT, Computer Science, Computer Engineering, or a related discipline. Minimum of 2 years of experience in Service Desk, Desktop Support, Technical Support, or End-User Computing. Strong hands-on experience with Windows, Microsoft 365, Outlook, Teams, Active Directory/Entra ID, VPN technologies, and basic networking. Experience using ITSM platforms such as ServiceNow, Jira Service Management, or BMC Helix. Solid understanding of ITIL practices and incident/request management processes. Excellent troubleshooting, communication, customer service, and documentation skills. ITIL 4, CompTIA A+, MS-900, AZ-900, SC-900, or related certifications are advantageous.