2nd-Line IT Support Specialist

Fujitsu Philippines Inc.; Taguig; On-site; PHP 300,000 - 540,000; Full time

Job summary

Fujitsu Philippines Inc. is seeking a Service Desk Expert to provide technical support to agents through floor walking and direct handoffs from Service Desk Agents.

The role focuses on delivering responsive, professional 2nd line support for incidents and helping to improve knowledge articles and training within the desk environment. You may take on team leadership duties from time to time, working with the customer’s organization to ensure high-quality service delivery and proactive problem

Qualifications

• Minimum experience in technical or IT service desk support.
• Strong problem-solving and analytical skills.
• Ability to train and coach teammates.
• Experience with change control processes.

Responsibilities

• Provide second-line technical support to agents.
• Accept user interactions transferred by Service Desk Agents.
• Improve knowledge articles and support training activities.
• Escalate complex issues and track performance metrics.
• Collaborate with project teams to implement technical designs.

Job description

Fujitsu Philippines Inc. is seeking a Service Desk Expert to provide technical support to agents through floor walking and direct handoffs from Service Desk Agents.

The role focuses on delivering responsive, professional 2nd line support for incidents and helping to improve knowledge articles and training within the desk environment. You may take on team leadership duties from time to time, working with the customer’s organization to ensure high-quality service delivery and proactive problem