L2 Service Desk Engineer — Escalations & Incident Expert

Canon Australia; Philippines; On-site; PHP 300,000 - 420,000; Full time

Job summary

Canon Australia is seeking an L2 Service Desk Associate in the Philippines to provide higher level technical support, handle escalated incidents and requests, and act as a subject matter expert for the L1 team and customers.

You will support ITIL-based processes, assist in day-to-day Service Desk operations, train L1 staff, and coordinate with customer technical teams and managers to improve service delivery.

Qualifications

• 1.5 to 2 years’ experience in a Technical Support role.

Responsibilities

• Provide 2nd level support to customers.
• Escalate issues to 3rd level or vendors.
• Support Incident, Request, Problem and Change processes (ITIL).
• Participate in meetings with customer technical teams.
• Assist the Service Desk Team Leader with day-to-day operations.
• Maintain knowledge base articles.

Skills

Technical support

ITIL

Communication

Teamwork

Problem solving

Job description

Canon Australia is seeking an L2 Service Desk Associate in the Philippines to provide higher level technical support, handle escalated incidents and requests, and act as a subject matter expert for the L1 team and customers.

You will support ITIL-based processes, assist in day-to-day Service Desk operations, train L1 staff, and coordinate with customer technical teams and managers to improve service delivery.