Remote Service Desk Agent | Enable & Support Staff

Percona

Philippines

Remote

PHP 670,000 - 1,116,000

Full time

14 days+

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Benefits offered by this job

Remote work

Equipment provided

Career development funds

Connectivity allowances

Equity incentive plan

Job summary

Percona is seeking a Service Desk Agent to provide first-level IT support in a remote setup. You will handle tickets and chats, triage Level 1 issues, and work with IT Operations, Security Operations, Compliance, Privacy & Legal to ensure timely resolution.

You will enable staff through onboarding, documentation, and access management, while maintaining strong customer service and collaboration with cross-functional teams. Remote work is supported globally.

Qualifications

Experience working with cross-functional teams.
Experience with Service Desk software.
Experience in basic administration of tools for user access.
Strong English communication skills (spoken and written).
Capable of remote and self-directed work.
Strong organizational and communication skills.
Customer service experience and people-oriented.
Ability to prioritize and manage time effectively.
Attention to detail and quality focus.
Enthusiastic and with a “can-do” attitude.
Technical aptitude and willingness to learn.

Responsibilities

Handle Level 1 support and triaging for IT Operations and Security Operations teams.
Manage ticketing via Service Desk channels and provide first-level assistance.
Redirect unresolved issues to higher-level support.
Learn from next-level support technicians.
Handle ticket/chat/calls with prioritization and quick resolutions.
Collaborate with technical experts to deliver the best service.