Global IT Support Analyst II — End-User & Enterprise

Global Payments Process Centre, Inc.; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Global Payments Process Centre, Inc. is seeking a Technical Support Analyst II to join the Global Service Desk team.

The role focuses on providing technical support for end users, enterprise applications, and desktop infrastructure across Windows, Chrome, and Apple devices. You will diagnose, triage, and resolve incidents, document procedures, and assist with system upgrades, aiming for fast restoration of IT services and high customer satisfaction.

Qualifications

• High school diploma or equivalent.
• Typically minimum 2 years relevant exp.
• Experience supporting end-user Windows, Chrome, and Apple devices in an enterprise setting.
• Knowledge and administration of Microsoft Active Directory.

Responsibilities

• Provide first and second level technical support with focus on first call resolution.
• Diagnose, triage, and escalate incidents to Tier 3/4 teams; respond within required times.
• Troubleshoot and repair hardware and software on multiple operating systems.
• Provide on-site and remote support using tools for standard configurations of devices.
• Assist in system upgrades and maintenance (memory, storage, etc.).
• Configure, provision, and support mobile devices and platforms.
• Develop and maintain technical documentation and processes.
• Deploy software and system images for multiple OS and hardware standards.
• All other duties as assigned.

Skills

First call resolution

Team player

Interpersonal communication

Cross-functional collaboration

End-user support

Education

High School Diploma or Equivalent

Tools

Active Directory

Job description

Global Payments Process Centre, Inc. is seeking a Technical Support Analyst II to join the Global Service Desk team.

The role focuses on providing technical support for end users, enterprise applications, and desktop infrastructure across Windows, Chrome, and Apple devices. You will diagnose, triage, and resolve incidents, document procedures, and assist with system upgrades, aiming for fast restoration of IT services and high customer satisfaction.