Desktop Support Analyst - Retail Systems & POS | Onsite, Night Shift

KMC Solutions; Philippines; On-site; PHP 357,000 - 513,000; Full time

Job summary

KMC Solutions' next Desk Support Analyst is the primary IT support contact for H&S Energy Group, handling hardware, software, and network issues for staff. The role operates onsite at Four Neo, BGC Taguig with night shifts, while enabling remote diagnostics to resolve problems quickly.

You will document cases per SOP, manage tickets, escalate with vendors as needed, and collaborate with field technicians. Requires a Bachelor's in IT or related field and at least 2 years in remote IT support.

Qualifications

• Bachelor’s degree in IT, Computer Science, Information Systems, or a related discipline (required).
• Minimum 2 years in a remote IT support or service desk capacity.
• Experience with remote support logistics, tools, and best practices.
• Proficiency diagnosing hardware malfunctions: handheld devices, printers, workstations, connectivity.
• Strong verbal and written communication, detail-oriented, and well organized.
• Self-driven with ability to work in a fully remote role aligned with PST hours.

Responsibilities

• Promptly handle incoming IT support requests via calls, tickets, or email.
• Perform remote diagnostics for hardware, workstations, connectivity, and software tools.
• Password resets, account unlocks, and configuration support through remote access.
• Collaborate with field technicians to resolve POS and network issues at customer sites.
• Document and prioritize all cases in the ticketing system per SOPs.
• Monitor ticket status and maintain clear communication with teams and users.
• Coordinate with vendors or internal departments for escalation when needed.
• Identify recurring trends and contribute improvement insights.

Skills

Remote IT support

Troubleshooting

Documentation

Ticketing adherence

Education

Bachelor's degree in IT/CS/IS

Tools

MDM

RMM

POS systems

Network diagnostics

Job description

Make your next big career move by applying as KMC Solutions' next DESK SUPPORT ANALYST!

The IT Support serves as a critical first point of contact for technical support across H&S Energy Group’s operations. This role is responsible for efficiently handling IT support requests related to hardware, software, and network issues from retail and office staff.

Operating fully remotely, the technician must demonstrate strong troubleshooting capabilities, precise documentation, and effective coordination with on-site field technicians to resolve complex issues—including POS systems and MNSP-related network disruptions.

Work setup:

• Onsite at Four Neo, BGC Taguig

• Night shift

The main responsibilities of a DESK SUPPORT ANALYST include:

Technical Support & Troubleshooting

• Promptly handle incoming support requests from station and office personnel via calls, tickets, or email.

• Execute thorough remote diagnostics for hardware, workstations, connectivity, and remote software tools.

• Conduct password resets, account unlocks, and configuration support through remote access tools.

• Work collaboratively with field technicians to resolve POS and MNSP (network) issues at customer sites.

Documentation & Ticket Management

• Accurately document and prioritize all support cases in the ticketing system as per SOPs.

• Monitor and follow up on ticket status to meet service-level targets.

• Maintain clear, professional communication with internal teams and end users throughout resolution.

Collaboration & Escalation

• When required, coordinate with vendors or internal departments for issue escalation.

• Proactively identify recurring support trends and contribute improvement insights.

Education:

• Bachelor’s degree in IT, Computer Science, Information Systems, or a related discipline (required).

• Experience: Minimum 2 years in a remote IT support or service desk capacity, demonstrating reliability and skill in independent issue resolution.

• Expertise in remote support logistics, tools, and best practices to support distributed retail environments.

• Proficiency diagnosing and resolving hardware malfunctions: handheld devices, printers, workstations, and connectivity components.

• Outstanding verbal and written communication—clear, professional, and empathetic.

• High attention to detail, with strong organisational and documentation skills.

• Self-driven with capability to operate efficiently in a fully remote role aligned with PST hours.

• Understanding of ITIL service delivery principles, ticket lifecycle, and escalation workflows.

• Highly collaborative—easily coordinates with cross-functional teams, including field technicians and vendors.

It will also be favorable if you are knowledgeable in:

• POS, MNSP, and fuel management software but not required.

• Proficiency with Mobile Device Management (MDM) and Remote Monitoring and Management (RMM) systems.