24/7 Helpdesk Support Engineer

Hexagon Shared Services Inc; Quezon City; On-site; PHP 360,000 - 600,000; Full time

Job summary

Hexagon Shared Services Inc. is seeking an IT Support Specialist to provide first and second level support for Service, Incident and RFIs, including on-site and remote assistance.

You will perform initial troubleshooting, log incidents, and ensure timely escalation to Level 3 and principal teams. The role requires handling client requests via phone, email, or web, diagnosing incidents, and maintaining documentation while supporting application maintenance and change requests.

Qualifications

• Bachelor's Degree in Information Technology, Computer Engineering/Science, Computer application, or related field.
• 2–3 years experience in handling Database Administrations (EDB, MongoDB, Redis or related products).
• At least 2 years experience in a similar field.
• Willing to travel and work extra hours when needed.
• Willing to work on shifting schedules to support 24 x 7 Customers.
• Amenable to work in Quezon City.

Responsibilities

• Provide direct first and second level support such as answering Service, Incident and RFIs, App navigation, onsite and remote assistance, initial troubleshooting.
• Attend all requests coming via telephone, email, web or other means.
• Assist end-users to diagnose and resolve incidents and handle maintenance requests.
• Perform level 1 problem determination and resolution.
• Receive, log and update incident reports and service requests.
• Provide first level support to end-users from contracted customers.
• Fulfill service requests based on the SOW.
• Coordinate change control for configurations.

Skills

Troubleshooting

Customer support

Communication

Education

Bachelor's Degree in Information Technology or related field

Tools

EDB

MongoDB

Redis

Job description

Hexagon Shared Services Inc. is seeking an IT Support Specialist to provide first and second level support for Service, Incident and RFIs, including on-site and remote assistance.

You will perform initial troubleshooting, log incidents, and ensure timely escalation to Level 3 and principal teams. The role requires handling client requests via phone, email, or web, diagnosing incidents, and maintaining documentation while supporting application maintenance and change requests.