IT Service Delivery Specialist - up to 50K - Makati Hybrid

weSource Management Consultancy Firm; Makati; Hybrid; PHP 507,780 - 608,220; Full time

Job summary

A technology consultancy firm is seeking an IT Service Delivery Specialist in Makati. This role involves providing first-level technical support, managing incident requests via Jira, and ensuring high-quality service delivery. Candidates should have at least 3 years of experience in a tech environment and excellent communication skills in English. A bachelor's degree is preferred. This position may require working on a shifting schedule with 24/7 support.

Qualifications

• 3+ years of experience in a technical support role, ideally in an international environment.
• Good understanding of ITIL best practices.
• Willing to work on a shifting schedule with 24/7 support.

Responsibilities

• Provide first-level remote technical support to clients.
• Handle incidents and service requests using Jira.
• Monitor system performance and troubleshoot issues.
• Log and manage incident tickets ensuring SLA compliance.

Skills

Technical support

Jira ticketing

System performance monitoring

Customer service mindset

English communication

Team collaboration

Willingness to learn

Education

Bachelor's degree

Job description

IT Service Delivery Specialist - up to 50K - Makati Hybrid

Job Openings IT Service Delivery Specialist - up to 50K - Makati Hybrid

About the job IT Service Delivery Specialist - up to 50K - Makati Hybrid

The Service Delivery Specialist role acts as the first line of contact with our clients and end-users across the globe and provides the most user-facing aspect of our business and works to resolve all issues both proactively and reactively. This role requires a general understanding of technology products to allow you to gather information, analyze symptoms and determine/troubleshoot escalation and more advanced problems.

Main Tasks and Responsibilities:

• Provides first level remote technical support including triage and troubleshooting, resolution where possible and assignment where required to the second line or third line support teams and third parties.
• Handles incidents, service requests in Jira ticketing tool.
• Handles inquiries, issues in the community channels such as Telegram and Discord
• Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment
• Provides monitoring of system performance in the Infrastructure based in Cloud
• Computing including network, investigate and troubleshoot issues and make recommendations to improve system performance
• Performs initial analysis on the tickets to determine the right priority of the issues
• Takes full ownership for all tickets from open to resolution ensuring delivery within the Service Level Agreements.
• Knows when to prioritize and escalate to the further level of supports, or management team, as well as contacts third party suppliers based on business impact and follows the documented guidelines and operating procedures
• Proactively contributes to the enrichment of knowledge base content.
• Log incident, service request tickets as well as problem and change tickets

Skills and Experiences:

• At least 3 years work experience, ideally in an international Tech environment with remote working culture
• Bachelors degree is an advantage
• Solid knowledge and good understanding of best practices from ITIL frameworks
• Nice to have basic programming knowledge
• Must be willing to work on shifting schedule with 24/7 support, including graveyard
• Very good communication skills in English both oral and written
• Customer service mindset/skills by being responsive and dedicated to providing excellent customer service
• Ability to work independently, with a willingness to learn, have strong sense of ownership, responsibility and accountability urgency
• Engaged, well organized, attention to details, enthusiastic and assertive
• Flexible and likes to work in a fast paced, changing and dynamic international environment.
• Team player who is able to do cross-team collaboration and communication.