Advanced Support Specialist 1

Dexcom Inc.; Philippines; On-site; PHP 180,000 - 300,000; Full time

Benefits offered by this job

Comprehensive benefits program

Global growth opportunities

Tuition reimbursement

Career development programs

Job summary

Dexcom Inc. in the Philippines is seeking an IT Helpdesk Specialist to join the Advanced Support Team.

You will provide advanced triage, remote troubleshooting, and next-level support for Windows, macOS, and enterprise applications across our global user base. You will document issues, manage tickets in ITSM tools (ServiceNow), maintain SLA targets, assist with system rollouts, and help users improve IT fluency.

Qualifications

• Typically requires a Bachelor’s degree and 0-2 years previous experience.
• Strong business communication skills in English (oral and written).
• Experience in a Service Desk/Helpdesk environment and ITSM tools is preferred.
• ITIL v4 certification / CSDA / MAC certification is a nice-to-have.

Responsibilities

• Provide advanced and next-level triage, troubleshooting issues escalated by TIER1, and remote assistance for problems with computer systems, peripherals, OS, and browsers.
• Track, report, and create documentation for recurring problems.
• Maintain and update the internal helpdesk system, including server maintenance and user credentials.
• Manage SLA adherence within defined parameters.
• Create and review IT notifications, diagrams, procedures, and support documentation.
• Assist with project planning and rollout of new systems or applications, including security testing.
• Coordinate user notifications of maintenance activities and update user instructions.
• Log, track, and resolve issues using the Service Desk ticketing system with prompt end-user communication.
• Support and back up other IT services as needed.

Skills

Advanced triage

Troubleshooting

Remote support

Documentation

ITSM ticketing

ServiceNow

Windows support

MacOS support

Active Directory

ITIL v4 / CSDA

Education

Bachelor’s degree

Tools

ServiceNow

Active Directory

Job description

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 and 0-2 years previous experience.

#LI-Hybrid

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