IT Helpdesk L2 Engineer — Ownership in Tech Support

Worldwide Resources Solutions Philippines Inc.; Quezon City; On-site; PHP 420,000 - 720,000; Full time

Benefits offered by this job

Health insurance + 2 Free Dependents

20% Night Differential

Life insurance

Staff meals provided daily

Job summary

Worldwide Resource Solutions seeks an IT Helpdesk Specialist L2 to provide exceptional troubleshooting and customer service. The role handles end-user service requests and incidents, owning resolution with a focus on timely delivery and quality outcomes.

The candidate will work on-site at Bridgetowne, Quezon City, and align with US time zones. Experience with AD, Windows, ITSM, and ServiceNow is preferred to support a growing user base.

Qualifications

• 3+ years providing desktop support or Service Desk support.
• Knowledge of PC hardware and troubleshooting techniques.
• Expertise with Active Directory, Group Policy, and Microsoft OS (7–10).
• Understanding of PC and application security in Windows networks.
• Knowledge of diagnostic utilities and ITSM processes.
• Excellent written and oral communication skills.
• Strong interpersonal skills and customer service mindset.
• Familiarity with ITIL processes.
• Willingness to work in Bridgetowne, Quezon City and during US time zones.

Responsibilities

• Develop and maintain technical knowledge of Medical Solutions products and services.
• Own and resolve allocated support incidents promptly and professionally.
• Inform IT Service Desk Leadership of client satisfaction or relationship concerns.
• Contribute to process improvements to support Service Desk success.
• Create efficient workflows to deliver timely, accurate services.
• Support SLAs to improve customer satisfaction.
• Maintain incidents and requests backlog in the ITSM system.
• Update and maintain company documentation.
• Document known issues for knowledge base accuracy.
• Utilize ITSM ticketing software and remote access tools.
• Collaborate with peers to solve problems.

Skills

Desktop support

Service Desk

Active Directory

Windows OS

ITIL basics

Customer service

Communication

Education

Bachelor's degree in IT

Tools

ServiceNow

ITSM tooling

Remote access tools

Job description

Worldwide Resource Solutions seeks an IT Helpdesk Specialist L2 to provide exceptional troubleshooting and customer service. The role handles end-user service requests and incidents, owning resolution with a focus on timely delivery and quality outcomes.

The candidate will work on-site at Bridgetowne, Quezon City, and align with US time zones. Experience with AD, Windows, ITSM, and ServiceNow is preferred to support a growing user base.