Desktop Support Specialist 3

Dexcom Inc.; Asturias; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Comprehensive benefits package

Global growth opportunities

Onsite role in Cebu City

Job summary

Dexcom Inc. in Cebu City is seeking a Desktop Support Specialist 3 to act as a senior escalation point for complex IT issues.

You will mentor junior staff, provide hands‑on and remote support, and ensure seamless end‑user experiences across desktop, laptop, printer, and AV setups. The role requires 4–6 years of IT support experience, a HS diploma or equivalent, and strong knowledge of ITSM (ServiceNow) and endpoint technologies like Intune, Azure AD, and Autopilot.

Qualifications

• Minimum 4-6 years of related IT support experience with HS diploma or equivalent.
• Strong end-user support skills for desktop, laptop, printer, and collaboration devices.
• Experience with IT service management processes and tools such as ServiceNow.
• Knowledge of modern endpoint management technologies (Intune, Azure AD, Autopilot).
• Experience supporting AV and collaboration technologies (Teams Rooms, Zoom Rooms).

Responsibilities

• Repair, maintain, and upgrade desktops, laptops, printers, and AV equipment for optimal performance.
• Provide hands‑on and remote support to end users to resolve issues.
• Diagnose, resolve, and recover hardware and software issues on cloud‑managed/hybrid devices.
• Manage service requests, endpoint deployments, and Autopilot provisioning.
• Own incidents and requests through resolution, adhering to SLAs and ITSM processes.
• Provide onsite and remote support to employees at all levels, including VIP users.
• Create and maintain technical documentation and knowledge base articles.

Job description

Meet the team:

Reporting to the Desktop Support Supervisor, this position will play a very important role in the operations of the company in the country. The deserving individual will be part of the GBS IT Team and will be exposed to a wide range of different technical tasks. As part of the Global IT Team, opportunities and learnings are never-ending.

As a Desktop Support Specialist 3, you will serve as a senior escalation point for complex technical issues, providing hands‑on support, mentoring team members, and ensuring a seamless end‑user experience across modern workplace technologies.

Where you come in:

• You repair, maintain, and upgrade desktops, laptops, printers, and collaboration/AV equipment to ensure optimal workstation performance.
• You troubleshoot technical issues in a timely and accurate manner, providing both hands‑on and remote support to end users.
• You investigate, diagnose, resolve, and recover hardware and software issues, including those involving cloud‑managed and hybrid‑joined devices.
• You manage service requests, software installations, endpoint deployments, Autopilot provisioning, and hardware refresh activities.
• You own support incidents and user requests through resolution, ensuring delivery against agreed service levels and ITSM processes.
• You provide onsite and remote support for employees at all levels, including VIP and executive users.
• You create and maintain technical documentation and knowledge base articles to improve support effectiveness and user experience.
• You serve as a subject matter expert, providing guidance and technical mentorship to Desktop Support Specialists I and II.
• You elevate complex issues when necessary and partner with cross-functional teams to drive timely resolution.
• You perform preventive maintenance activities across endpoint devices, printers, business continuity workstations, and audio/visual equipment.

What makes you successful:

• BS Information Technology, Computer Science, Computer Engineering or any other IT‑related course
• At least 5 years of experience in IT Support or a related IT role, with demonstrated senior/escalation‑level responsibility.
• You have strong experience supporting enterprise desktop, laptop, printer, and endpoint environments.
• You have proven expertise in hardware, software, operating system, and device troubleshooting.
• You have experience working with IT service management processes and tools such as ServiceNow.
• You have knowledge of modern endpoint management technologies including Microsoft Intune, Azure AD, Autopilot, and hybrid environments.
• You have experience supporting audio/video and collaboration technologies such as Microsoft Teams Rooms, Zoom Rooms, or similar platforms.
• You have a strong customer‑first mindset and can effectively support both technical and non‑technical users.
• You communicate clearly, document thoroughly, and maintain a high level of professionalism.
• You understand endpoint security best practices and modern workplace technologies.
• You are adaptable, organized, and capable of managing multiple priorities in a fast‑paced environment.
• Flexible in terms of working schedule (morning, mid and night shift).
• Willing to render overtime during weekend/rest days if needed.
• Must be willing to work in One Montage, Cebu City (Onsite assignment).

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:

• 0-5%

Experience and Education Requirements:

• Typically requires a minimum of 4-6 years of related experience and High School diploma/certificate or equivalent.