Bilingual Helpdesk Pro (EN/JP) - Windows/macOS Support

CXC; Philippines; Hybrid; PHP 781,000 - 1,228,000; Full time

Job summary

CXC is seeking a highly motivated Service Desk professional to deliver exceptional service to both internal and external stakeholders. You will troubleshoot and resolve IT issues across desktop, software, and hardware environments, while handling escalations and maintaining SLAs.

The role is hybrid with onsite once per month and a day-shift schedule. Candidates should be fluent in English and Japanese (JLPT certification preferred) and have 2+ years in application support or service desk.

Qualifications

• Two years of experience in Application Support / Service Desk.
• Hands-on troubleshooting experience in a professional environment.

Responsibilities

• Diagnose, troubleshoot, and resolve complex issues related to desktop hardware, software, and systems.
• Manage and respond to escalated technical incidents, including identifying system bugs, design flaws, and performance issues.
• Provide support for highly technical and sophisticated products, including customer installations and user training.
• Perform IMAC (Install, Move, Add, Change) activities and support data backup and restoration as required.
• Ensure all service requests and incidents are resolved within defined Service Level Agreements (SLAs).
• Collaborate across teams and stakeholders to ensure proper ownership and resolution of issues.
• Maintain documentation and provide insights into recurring technical problems to improve overall system reliability.
• Develop strong familiarity with local and regional infrastructure and escalation pathways.

Job description

CXC is seeking a highly motivated Service Desk professional to deliver exceptional service to both internal and external stakeholders. You will troubleshoot and resolve IT issues across desktop, software, and hardware environments, while handling escalations and maintaining SLAs.

The role is hybrid with onsite once per month and a day-shift schedule. Candidates should be fluent in English and Japanese (JLPT certification preferred) and have 2+ years in application support or service desk.