Global Tech Experience Specialist - Level 2 Service Desk

Aurecon Group; Pasig; Hybrid; PHP 360,000 - 480,000; Full time

Job summary

Aurecon Group is seeking a Technology Experience Specialist acting as a Level 2 Service Desk Analyst to deliver local and remote IT support across Aurecon’s global offices. The role centers on customer service, driving technology adoption, and aligning business needs with IT solutions.

Responsibilities include issue resolution, monitoring, incident/change management, and collaboration with senior technical staff to ensure timely, effective resolutions in a fast-paced environment.

Qualifications

• 3+ years of customer-facing Level 2 Service Desk/End User Support experience.
• Experience handling major incidents and outages in enterprise environments.
• Exposure to ITIL processes and enterprise ticketing platforms; ITIL certification is an advantage.
• Bachelor's degree in Information Technology, Computer Science, Engineering or related field; experience with AutoCAD/engineering software is a plus.
• Experience supporting Windows environments, Microsoft 365, end-user devices, networks and PC hardware.

Responsibilities

• Resolve second level operational issues within SLAs.
• Monitor activities and escalate issues as required.
• Assist with planning, preparation and implementation of technical activities.
• Maintain accurate incident history and resolution notes in Aurecon systems.
• Contribute to ITIL-based service management and security policy adherence.
• Participate in incident, problem, change, release, and configuration management.
• Deliver outstanding customer service with enthusiasm and collaboration.
• Own cases and drive them to resolution, coordinating with senior staff as needed.

Skills

Customer-facing

Communication

Collaboration

Problem solving

Time management

Education

Bachelor's degree in IT / CS / Engineering

ITIL Certification

Tools

ServiceNow

CMS

Job description

Aurecon Group is seeking a Technology Experience Specialist acting as a Level 2 Service Desk Analyst to deliver local and remote IT support across Aurecon’s global offices. The role centers on customer service, driving technology adoption, and aligning business needs with IT solutions.

Responsibilities include issue resolution, monitoring, incident/change management, and collaboration with senior technical staff to ensure timely, effective resolutions in a fast-paced environment.