Advanced Support Specialist 1

Dexcom Philippines; Manila; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Hybrid work arrangement

Career development programs

Tuition reimbursement

Global opportunities

Job summary

Dexcom Philippines is seeking an IT Helpdesk Specialist to provide advanced triage, remote support, and incident resolution for global users. You will troubleshoot issues across Windows and MacOS environments, maintain the ServiceNow ticketing system, and ensure SLA adherence.

Ideal candidates have a Bachelor’s degree with 0–2 years in IT support, strong English communication, and familiarity with ITIL v4. Hybrid onsite/remote work options are available, with benefits and growth opportunities.

Qualifications

• Typically requires a Bachelor’s degree and 0-2 years previous experience.
• Off-shore IT Support experience is a plus.
• Excellent English communication skills, both written and spoken.

Responsibilities

• Provide advanced triage and remote troubleshooting for Tier1 escalations.
• Help users solve IT problems with targeted, clear instructions.
• Maintain internal helpdesk system, backups, and user credentials.

Skills

IT Support

Customer Service

English Proficiency

Active Directory

Windows

MacOS

ServiceNow

ITIL v4

Education

Bachelor's degree

Tools

ServiceNow

ITSM Tools

Ticketing System

Job description

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

The DEXCOM Advanced Support Team is part of the in-house IT Helpdesk team established last 2020 and provides IT services to all Dexcom employees on their IT support needs globally. Responsible for next level screening/isolation, advance to complex troubleshooting on all internal IT issues and work on IT requests escalated by Service Desk TIER1 Team, as they relate to Maintenance of computers and related Manufacturing / Production Enterprise application systems. May prepare and process incident reports and assist in hardware and software evaluation.

Note: May be supporting any internal and external client-focused for company-hosted web-enabled solutions.

Where you come in:

• You should be able to provide advanced and next-level triage, troubleshooting issues/tickets escalated by TIER1 Level, and remote assistance for problems with computer systems, peripheral equipment, operating systems, and web browsers.
• You will help users solve their IT problems and provide targeted instructions to users to improve their skills and confidence in using computer systems and applications. Track, report, and create documentation for recurring problems.
• You should be able to facilitate workflow processes and maintain all aspects of the internal helpdesk system. Including server maintenance, backups, and user credentials.
• You will maintain service-level agreements (SLA) within acceptable parameters as deemed by management.
• You should be able to create, update, and review documentation such as- IT notifications, diagrams, procedures, customer support, internal support, and technical support etc.
• You will assist with project planning and implementation including new systems or application rollouts, compliance, and security testing for software applications, and updating software guidelines and instructions as needed.
• You will coordinate user notifications of project and maintenance activities, and update documentation for user instructions and guidelines. Gather, organize, and analyze report data from multiple sources to identify patterns.
• You will document each issue and follow from entry to closure with same day communication back to end user. Use and maintain Service Desk ticketing system for logging, documenting, and communication of issue and resolution information.
• You should be able to effectively manage and organize IT reports and other documentation needed and necessary.
• You will support and backup other IT services as needed and other duties as assigned.

What makes you successful:

• You must have a strong interest in the evolving IT technology, and agility at learning new products and features.
• You must have the ability to deliver great customer experiences in any environment, delivered with HIGH quality of support and to be invigorated by constant personal interaction.
• You have strong business communication skills that let you converse as freely and comfortably with small groups as with individual customers you are engaged with. A good conversant in English language – both on speaking and writing.
• You must have a good work attitude, adaptability, and multi-tasking skills with hunger for growth on both personal and professional areas. Off-shore IT Support customer handling experience is a plus.
• You are prepared to work on a hybrid working environment office setup – e.g. working ONSITE and/or working REMOTE.
• You have notable years of experience in a Service Desk and/or a Helpdesk environment providing IT Support services in different workstream platforms – e.g. providing IT Support thru Calls, Chats and ITSM Ticketing tools.
• You have extensive experience with a Ticketing tool – such as ServiceNow or other IT Service Management tools.
• You have experience or extensive background in doing support for both Windows OS and MAC IOS machines.
• You have the knowledge, background or exposure in using Active Directory Management - used as one of the tools for an IT Service Desk / Helpdesk support operations environment.
• ITIL v4 certification / Certified Service Desk Analyst (CSDA) / MAC certification – either one of which is nice to have.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in‑house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry‑leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

• 15-25%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree and0-2 years previous experience.

#LI-Hybrid

AI in Hiring Notice:Wemayuse AI supported toolsto help make our hiring process more efficient, consistent, and accessible for candidates around the world.All hiring decisions are made by people.

At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.

Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at @dexcom.com.

#DexcomPhilippines