IT Service Desk Tech II – Global Remote Support & Escalations

GR8 Affinity BPO, Inc.; Philippines; Hybrid; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Flexible work arrangements

Volunteer time off

Health and wellness programs

Job summary

GR8 Affinity BPO, Inc. in Manila, Philippines, seeks an IT Help Desk professional to deliver firmwide IT support both remote and onsite, addressing requests, triage, and escalation.

The role covers managing the ticketing system, Tier 2 escalation, coordinating scheduling, supporting hardware and software, and collaborating with the US and PH teams. Applicants should have a Bachelor's in IT, 1–3 years' experience, CompTIA A+/Network+ preferred, and strong English communication; travel within the

Qualifications

• Bachelor's degree in Information Systems, Information Technology, or equivalent professional experience.
• 1–3 years of experience providing help desk or technical support.
• CompTIA A+, Network+ or equivalent certification preferred.
• Proficient with Windows 11, Microsoft 365 applications, Zoom, and Android/iOS mobile devices.
• Excellent verbal and written communication skills in English; experience supporting associates in a multinational environment is preferred.

Responsibilities

• Deliver firmwide IT support services both remote and onsite in Manila, troubleshooting and resolving service requests and incidents.
• Manage the ticketing system: create, update, document, assign, escalate and close requests in line with SLAs.
• Provide Tier 2 escalation support for the first response team, including triage and outage tracking.
• Coordinate daily scheduling to maintain service desk coverage and timely responses.
• Support and maintain end-user hardware and peripherals (laptops, desktops, monitors, docking stations, printers, etc.).
• Assist infrastructure with network equipment maintenance and troubleshooting; firewall knowledge is a plus.

Skills

Help desk experience

English communication

Team collaboration

Education

Bachelor's degree in Information Systems/Information Technology

Tools

Windows 11

Microsoft 365

Zoom

Mobile devices (Android/iOS)

Job description

GR8 Affinity BPO, Inc. in Manila, Philippines, seeks an IT Help Desk professional to deliver firmwide IT support both remote and onsite, addressing requests, triage, and escalation.

The role covers managing the ticketing system, Tier 2 escalation, coordinating scheduling, supporting hardware and software, and collaborating with the US and PH teams. Applicants should have a Bachelor's in IT, 1–3 years' experience, CompTIA A+/Network+ preferred, and strong English communication; travel within the