Global IT Support Specialist - ServiceNow & 24/7 Ops

Lean Solutions Group; Taguig; Hybrid; PHP 335,000 - 558,000; Full time

Job summary

Lean Solutions Group in the Philippines seeks an IT Technical Support Representative to deliver frontline IT helpdesk across global client accounts, handling hardware, apps, and connectivity via calls, chat, and tickets.

You will drive high first-contact resolution, perform rapid triage, and ensure SLA compliance using ServiceNow, with escalation to Tier 2/3 as needed, while documenting clearly.

Qualifications

• 1–3 years providing technical support in a BPO, Shared Services, or MSP setting.
• Hands-on experience with ServiceNow for ticketing, SLAs, and KB navigation.
• Strong troubleshooting of Windows/macOS hardware and related devices.

Responsibilities

• Provide frontline multi-channel IT support via calls, chat, and tickets.
• Achieve high FCR and maintain SLA compliance with triage and escalation as needed.
• Diagnose desktop OS, hardware, network issues for remote and office users.
• Document ticket notes accurately for audit and knowledge sharing.

Education

ITIL v4 Foundation

CompTIA A+

CompTIA Network+

Microsoft 365 Fundamentals

Job description

Lean Solutions Group in the Philippines seeks an IT Technical Support Representative to deliver frontline IT helpdesk across global client accounts, handling hardware, apps, and connectivity via calls, chat, and tickets.

You will drive high first-contact resolution, perform rapid triage, and ensure SLA compliance using ServiceNow, with escalation to Tier 2/3 as needed, while documenting clearly.