Job Description

Responsibilities

  • Provide advanced IT support and troubleshooting for end-users
  • Handle escalated incidents and service requests via phone, email, or ticketing system
  • Mentor and support junior Service Desk Analysts
  • Document issues, resolutions, and knowledge base articles accurately
  • Ensure timely escalation to higher-level teams when required
  • Deliver excellent customer service with clear and professional communication
  • Support operations on shifting schedules, including weekends and holidays as needed

Qualifications

  • At least 2–3 years of IT/helpdesk/service desk experience
  • Strong troubleshooting and problem‑solving skills
  • Good to excellent communication skills (verbal and written)
  • Experience with ticketing tools and IT support processes (ITIL knowledge is a plus)
  • Willing to work onsite in Makati, Taguig, or Pasig

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