Global IT Support Engineer – 2nd Line

gr8 global philippines; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

GR8 Global Philippines is seeking an experienced IT Help Desk professional to deliver firmwide IT support in Manila, handling intake, triage, troubleshooting, and incident resolution. You will serve as first level escalation for technical issues, determine impact and urgency, and ensure timely responses across global offices and remote environments.

The role requires 3+ years of help desk experience, proficiency with Windows 11 and Microsoft 365, and strong English communication.

Qualifications

• Bachelor’s degree in Information Systems or Information Technology or equivalent experience.
• 3+ years of experience providing help desk or technical support.
• CompTIA A+, Network+ or equivalent certification preferred.
• Proficient with Windows 11, Microsoft 365 applications, Zoom, and Android/iOS devices.
• Excellent verbal and written communication in English; experience in a multinational environment.
• Travel within the Philippines and some international travel may be required.
• Ability to lift and transport moderately heavy equipment.
• Able to explain technical concepts to non-technical users.

Responsibilities

• Manage the ticketing system: create, update, assign, escalate and close tickets per SLAs.
• Provide Tier 2 escalation support for first response team; triage and troubleshoot.
• Coordinate daily scheduling to maintain service desk coverage.
• Coordinate vendor escalations and track SLAs; document vendor solutions.
• Support and maintain end-user hardware and peripherals (laptops, monitors, printers).
• Support associates in the Philippines and United States for consistent tech experience.
• Assist with network equipment maintenance; networking knowledge and firewall experience a plus.
• Manage mid-level IT projects and help resolve issues.
• Oversee IT asset management: deployment, tracking, and disposal.

Skills

English communication

Troubleshooting

Time management

Questioning effectively

Client-facing

Team collaboration

Education

Bachelor’s degree in Information Systems or Information Technology

Tools

Windows 11

Microsoft 365

Zoom

Android/iOS devices

Job description

GR8 Global Philippines is seeking an experienced IT Help Desk professional to deliver firmwide IT support in Manila, handling intake, triage, troubleshooting, and incident resolution. You will serve as first level escalation for technical issues, determine impact and urgency, and ensure timely responses across global offices and remote environments.

The role requires 3+ years of help desk experience, proficiency with Windows 11 and Microsoft 365, and strong English communication.