Advanced Support Specialist 1 (Tier 2 IT Service Desk)

Dexcom Inc.; Cebu City; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Full benefits program

Global growth opportunities

Career development programs

Job summary

Dexcom’s Advanced Support Team seeks an IT Service Desk professional to handle Tier 2-level triage, troubleshooting, and remote assistance for Windows and macOS environments. You’ll work in a hybrid setup, delivering high-quality support and creating knowledge articles.

You will document issues end-to-end, maintain SLA adherence, and participate in project rollouts, compliance, and security testing for software applications. Training and growth opportunities are available.

Qualifications

• Bachelor’s degree and 0–2 years of experience.
• Strong customer-facing communication skills in English.
• Experience with IT service desks or helpdesks is a plus.

Responsibilities

• Provide advanced triage and remote support for Tier1 escalations.
• Guide users with targeted steps and document recurring issues.
• Maintain the internal helpdesk system, backups, and user credentials.

Skills

Customer service

English communication

Troubleshooting

Multi-tasking

Hybrid work readiness

Education

Bachelor's degree

Tools

ServiceNow

ITSM tools

Active Directory

Windows/macOS support

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. The Advanced Support Specialist 1 (Tier 2 IT Service Desk) serves as the next level of screening, isolation, and advanced troubleshooting for complex IT incidents and service requests escalated by the Tier 1 Service Desk team. The team is responsible for resolving issues related to computers, operating systems, peripherals, web-based technologies, and related Manufacturing and Production Enterprise applications and systems. Team members also prepare and process incident reports and assist in hardware and software evaluations.

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.

AI in Hiring Notice:

We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.