Service Desk Level 2 - ITIL

Unisys; Mandaluyong; On-site; PHP 360,000 - 480,000; Full time

Job summary

Unisys, a global technology solutions company, seeks a customer-focused IT support specialist to provide Tier 1 and Tier 2 assistance in a fast-paced environment. You will troubleshoot complex hardware, software, and voice/voicemail related issues and assist with remote desktop access and network connectivity problems.

The role requires a Bachelor's degree or high school diploma and 2-3 years of relevant experience; retail experience is a plus. ITIL Foundation certification is preferred.

Qualifications

• Bachelor's degree or high school diploma required.
• 2-3 years of experience in the area of responsibility.
• Retail experience is a plus; ITIL Foundation certification preferred.

Responsibilities

• Provide Tier 1 and Tier 2 support.
• Troubleshoot and resolve complex issues across hardware, software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems.
• Assist with resolution of issues with network connectivity, printing and remote access to desktop equipment.
• Identify root causes of problems and escalate unusual or complex issues to higher levels for resolution.
• Communicate problem, resolution and root cause information to users to prevent recurrence.
• Support L1 and L2 agents with day-to-day questions related to incidents and requests.
• Utilize problem solving and analytical skills to resolve challenging incidents.

Skills

Troubleshooting

Customer support

Analytical thinking

Communication

Education

Bachelor's Degree

High School Diploma

Tools

ITIL Foundation

Job description

What success looks like in this role:

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
  • Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
  • Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

You will be successful in this role if you have:

• Bachelor's Degree or High School Diploma
• Generally, 2-3 years' experience in area of responsibility
• Retail experience is a plus
• Preferably ITIL Foundation certified

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here. Unisys is a global technology solutions company that powers breakthroughs for the world's leading organizations. Our solutions - cloud, AI, digital workplace, logistics and enterprise computing - help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what's possible for more than 150 years, visit unisys.com and follow us on LinkedIn. https://www.unisys.com/unisys-legal/recruiting Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer - Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity