Remote Tier II Service Desk Specialist

Talent Map Global BPO; Makati; Remote; PHP 502,000 - 725,000; Full time

Benefits offered by this job

Night Shift Differential

Health Coverage (HMO)

13th-month pay

Vacation and Sick Leave

SSS/PhilHealth/Pag-IBIG

Job summary

Talent Map Global BPO, Inc. is seeking a Service Desk Administrator II to deliver advanced IT support for end users across desktops, laptops, and networks. You will handle complex incidents, mentor Tier I staff, and help optimize service desk processes.

This full-time remote role requires strong Windows/Microsoft 365 knowledge, AD/Azure AD, and ITSM experience with ServiceNow, Jira, or Zendesk. Collaboration with security and infrastructure teams is essential.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology or related field; relevant work experience may be considered.
• 3–5 years in IT Service Desk, Help Desk, or technical support.
• Experience mentoring Tier I staff is preferred.
• ITIL Foundation, CompTIA A+, Network+, Microsoft or other relevant certifications preferred.

Responsibilities

• Provide Tier II technical support for desktops, laptops, mobile devices, OS, apps, and peripherals.
• Troubleshoot complex hardware, software, and connectivity issues in Windows/macOS environments.
• Manage service requests and incidents within defined SLAs using the ITSM system.
• Escalate to Tier I staff and provide coaching and technical assistance.
• Handle user accounts onboarding/offboarding, password resets, and access provisioning (AD/Azure AD).
• Support Microsoft 365, email, VPNs, and collaboration tools.
• Assist with device imaging, deployments, upgrades, and patching.
• Create and improve knowledge base articles, SOPs, and documentation.
• Identify recurring issues and suggest process improvements.
• Participate in after-hours or on-call rotations as required.

Skills

Windows OS

Microsoft 365

Active Directory

Azure AD

ITIL

CompTIA A+

ITSM

ServiceNow

Jira Service Management

Zendesk

Customer service

Education

IT degree

Tools

ServiceNow

Jira Service Management

Zendesk

MDM solutions

Job description

Talent Map Global BPO, Inc. is seeking a Service Desk Administrator II to deliver advanced IT support for end users across desktops, laptops, and networks. You will handle complex incidents, mentor Tier I staff, and help optimize service desk processes.

This full-time remote role requires strong Windows/Microsoft 365 knowledge, AD/Azure AD, and ITSM experience with ServiceNow, Jira, or Zendesk. Collaboration with security and infrastructure teams is essential.