IT Service Desk SME

Private Advertiser; Quezon City; On-site; PHP 540,000 - 900,000; Full time

Job summary

Private Advertiser is seeking an experienced IT Service Desk SME to serve as the primary escalation point for complex incidents in the Manila region. The role focuses on driving training, knowledge management, and process improvements to enhance service delivery.

The candidate will investigate complex system failures, maintain high service standards, and guide support teams toward optimized operational efficiency while developing comprehensive SOPs and knowledge bases.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of 3 years of hands-on experience in an enterprise IT Service Desk or Technical Support.
• Strong technical troubleshooting and analytical problem-solving skills.

Responsibilities

• Provide advanced, high-level technical support for complex IT incidents.
• Handle and resolve escalations from tier-1 and tier-2 teams.
• Perform root cause analysis to prevent recurrence of incidents.
• Develop and maintain knowledge bases, documentation, and SOPs.
• Assist in onboarding, training, and mentoring service desk analysts.

Skills

Technical troubleshooting

Root cause analysis

Training/mentoring

Knowledge management

Education

Bachelor's degree in IT/CS

Tools

Microsoft 365 Admin

Active Directory

Azure Entra ID

Citrix

VPN

Windows OS

Networking basics

Job description

We are looking for an experienced and highly technical IT Service Desk Subject Matter Expert (SME) to act as the primary technical escalation point and drive training, knowledge management, and process improvements. In this role, you will investigate complex system failures, maintain high service standards, and guide support teams toward optimal operational efficiency.

Key Responsibilities:

• Provide advanced, high-level technical support and troubleshooting for complex IT incidents across corporate infrastructure.
• Handle and successfully resolve complex technical escalations forwarded by tier-1 and tier-2 support teams.
• Perform thorough root cause analysis (RCA) on recurring incidents and major system disruptions to prevent future occurrences.
• Develop, update, and maintain comprehensive knowledge bases, technical documentation, and Standard Operating Procedures (SOPs).
• Assist in the onboarding, training, and continuous mentoring of service desk analysts to enhance overall team competency.

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, or any related technical field.
• Minimum of 3 years of hands-on experience working in an enterprise IT Service Desk or Technical Support environment.
• Strong technical troubleshooting, diagnostic, and analytical problem-solving skills.

Preferred Skills:

• Advanced administration and troubleshooting experience with Microsoft 365.
• Active Directory management and configuration.
• Azure AD / Microsoft Entra ID integration and support.
• Citrix environment administration and troubleshooting.
• VPN connectivity and remote access troubleshooting.
• Comprehensive Windows OS troubleshooting capabilities.
• Solid understanding of core Networking Fundamentals (TCP/IP, DNS, DHCP)