Level 2 IT Service Desk: Troubleshooting & Client Support

Novare Philippines Inc.; Taguig; Hybrid; PHP 279,000 - 502,000; Full time

Job summary

Novare Philippines Inc. is seeking an IT support professional to diagnose and resolve system issues, handle email/chat/phone support, and escalate complex problems per standard procedures.

The role emphasizes customer communication, timely resolution, logging, and maintaining strong client relationships in a fast-paced environment. The successful candidate will manage multiple open issues, provide accurate feedback, and contribute to knowledge base updates while ensuring compliance with SLAs and

Responsibilities

• Researches, diagnoses, troubleshoots and identifies solutions to resolve system issues
• Email Handling, provides level 2 support
• Follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Asks customers targeted questions to quickly understand the root of the problem
• Tracks computer system issues through to resolution, within agreed time limits
• Talks with clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalates unresolved issues to appropriate internal teams
• Ensures all issues are properly logged
• Prioritizes and manages several open issues
• Follows up with clients to ensure their IT systems are fully functional after troubleshooting
• Maintains excellent relationships with clients
• Provides prompt and accurate feedback to customers through
• Follows the SLA for issues with respect to the severity.
• Prepares accurate and timely reports for submission to line management
• Documents technical knowledge in the form of notes and manuals
• Document knowledge in the form of knowledge base tech notes and articles
• IT Asset management

Job description

Novare Philippines Inc. is seeking an IT support professional to diagnose and resolve system issues, handle email/chat/phone support, and escalate complex problems per standard procedures.

The role emphasizes customer communication, timely resolution, logging, and maintaining strong client relationships in a fast-paced environment. The successful candidate will manage multiple open issues, provide accurate feedback, and contribute to knowledge base updates while ensuring compliance with SLAs and