ITIL Tier 2 Service Desk Specialist

Unisys; Mandaluyong; On-site; PHP 240,000 - 420,000; Full time

Job summary

Unisys, a global technology solutions company, seeks a customer-focused IT support specialist to provide Tier 1 and Tier 2 assistance in a fast-paced environment. You will troubleshoot complex hardware, software, and voice/voicemail related issues and assist with remote desktop access and network connectivity problems.

The role requires a Bachelor's degree or high school diploma and 2-3 years of relevant experience; retail experience is a plus. ITIL Foundation certification is preferred.

Qualifications

• Bachelor's degree or high school diploma required.
• 2-3 years of experience in the area of responsibility.
• Retail experience is a plus; ITIL Foundation certification preferred.

Responsibilities

• Provide Tier 1 and Tier 2 support.
• Troubleshoot and resolve complex issues across hardware, software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems.
• Assist with resolution of issues with network connectivity, printing and remote access to desktop equipment.
• Identify root causes of problems and escalate unusual or complex issues to higher levels for resolution.
• Communicate problem, resolution and root cause information to users to prevent recurrence.
• Support L1 and L2 agents with day-to-day questions related to incidents and requests.
• Utilize problem solving and analytical skills to resolve challenging incidents.

Skills

Troubleshooting

Customer support

Analytical thinking

Communication

Education

Bachelor's Degree

High School Diploma

Tools

ITIL Foundation

Job description

Unisys, a global technology solutions company, seeks a customer-focused IT support specialist to provide Tier 1 and Tier 2 assistance in a fast-paced environment. You will troubleshoot complex hardware, software, and voice/voicemail related issues and assist with remote desktop access and network connectivity problems.

The role requires a Bachelor's degree or high school diploma and 2-3 years of relevant experience; retail experience is a plus. ITIL Foundation certification is preferred.