IT Desktop Support Specialist (L2) | BGC, Taguig

Infosys BPM Philippines; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Infosys BPM Philippines is seeking a capable Level 2 Deskside/Remote Desktop Support professional. You will handle complex hardware and software issues, install and configure software, and support Windows OS, MS Office, Android, and Apple devices. The role requires effective communication and adherence to SLAs.

Candidates should have 2–3 years of deskside or remote support experience, preferably in a BPO or shared services environment, and be based near the BGC office in Taguig for onsite work.

Qualifications

• Must have completed a college degree.
• Excellent English communication skills (written and spoken).
• 2–3 years of Deskside or Remote Desktop Support experience, preferably in a BPO/Shared Services.

Responsibilities

• Provide Level 2 technical support and resolve complex hardware, software, and system-related issues, with or without remote tools.
• Create, document, and resolve incidents and service requests with complete records.
• Perform software installation, configuration, and troubleshooting per procedures.

Skills

English communication

Deskside & remote support

Windows OS

Networking basics

Ticket management

Education

Bachelor's degree

Tools

MS Office

Remote Desktop

Mobile device support

Job description

Be a #KaInfoscion and become an ambassador of our core values - CLIFE+S; Client Value, Leadership by Example, Integrity and Transparency, Fairness, Excellence and Stewardship.

Overview of the role but not limited to:

• Provide Level 2 technical support and resolve complex hardware, software, and system-related issues with or without remote support tools.
• Create, document, and resolve incidents and service requests while ensuring complete and accurate records.
• Perform software installation, configuration, and troubleshooting activities in accordance with established procedures.
• Provide support for Windows OS, Microsoft Office Suite, Android, and Apple devices.
• Troubleshoot and resolve escalated technical issues and follow defined escalation procedures for concerns requiring Level 3 support.
• Support users through multiple channels including calls, chats, emails, and remote support sessions.
• Apply networking fundamentals to identify and resolve connectivity and infrastructure-related issues.
• Adhere to Service Level Agreements (SLAs), quality standards, and operational performance targets.
• Follow established policies, procedures, and standard operating guidelines in delivering technical support services.

Requirements:

• Graduate of any degree or College Graduate.
• Excellent communication skills with strong proficiency in speaking, writing, and reading English.
• With at least 2 to 3 years of Deskside Support or Remote Desktop Support experience, preferably from a BPO or Shared Services environment.
• Experience providing Level 2 technical support.
• Experience in software installation and configuration.
• Experience in complex software and hardware troubleshooting.
• Knowledge of Windows OS, Microsoft Office Suite, Android, and Apple device support.
• Must have networking fundamentals.
• Experience in ticket management and providing support through calls, chats, emails, and remote channels.
• With no issues and concerns reporting onsite 100% in BGC, Taguig. Candidates who live near our offices will have better advantages.

Our office is located at 19F BGC Corporate Centre, 11th Avenue cor. 30th Street Fort Bonifacio, Taguig City, Philippines.

We value Diversity, Equity, and Belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.