Service Desk Engineer - L1 Network & Playout Support

Apollo Global Corporation

Makati

On-site

PHP 279,000 - 446,000

Full time

3 days ago

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Job summary

Apollo Global Corporation in Metro Manila is seeking a Service Desk Level 1 specialist to manage tickets across multiple queues, monitor network health, and support Coronatel ISP services and the Pinoy Xtreme playout system. You will diagnose issues, meet SLA targets, and provide first-line guidance to teammates.

You should be familiar with RT ticketing, network/monitoring tools, remote access like Guacamole, and provisioning with AWX.

Qualifications

Experience with ticketing systems (RT) to manage queues and document actions.
Knowledge of monitoring and network tools used in operations and incident response.
Familiarity with remote access tools for controlled access and support.
Experience with provisioning and automation tools to streamline deployments.

Responsibilities

Handle tickets across PSC - Network, SD L1 Admin/Network, and Onsite Assistance queues.
Diagnose and resolve issues within SLA turnaround time.
Document ticket actions and resolutions accurately for tracking and reporting.
Monitor network and infrastructure health and status across supported systems.
Identify and respond to alerts or anomalies in real time.
Escalate infrastructure-level issues to the appropriate team when needed.
Provide ticketing support and troubleshooting for end-users and clients.
Monitor the playout system for interruptions or errors and provide first-line support.
Provide day-to-day technical guidance to teammates on circuit diagnostics and VPN troubleshooting.