Service Desk Specialist II

Astreya; Philippines; Remote; PHP 360,000 - 540,000; Full time

Job summary

Astreya is hiring a Service Desk Specialist II to support a key client remotely from the Philippines. You will troubleshoot desktop hardware and software, image devices, manage tickets, and ensure end-user satisfaction while following policy and process guidelines.

You’ll collaborate with teammates, maintain inventories, and assist users with network access, VPN, and application issues, staying productive in a fast-paced IT environment.

Qualifications

• Bachelor’s degree from four-year college or university and 2–5 years’ related experience.
• Strong customer service and communication skills.
• Knowledgeable about hardware, software, and network troubleshooting.

Responsibilities

• Follow standard operating and ticketing procedures to image, update and resolve computer and software issues for new and existing employees.
• Maintain equipment inventory, including processing RMAs and ordering new equipment.
• Maintain presence at designated service locations and assist end users with pickup/delivery of devices.
• Update, track and escalate tickets in the defined ticketing system; confirm resolution with end users.

Skills

Bachelor’s degree

2-5 years experience

Customer service

Communication skills

Hardware troubleshooting

Software troubleshooting

VPN access

Education

Bachelor’s degree from four-year college or university

Job description

## Service Desk Specialist IIApply: Remote, Philippines: Full time: Posted Today: End Date: October 16, 2026 (21 days left to apply): R0017461****What this Job Entails:****The Service Desk Specialist II will support one of Astreya’s key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.****Scope:***** Applies company policies and procedures to resolve a variety of issues* Works on problems of moderate scope* Receives general instructions on routine work and detailed instructions on new projects****Your Roles and Responsibilities:***** Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.* Maintain equipment inventory, including processing RMAs and ordering new equipment.* Maintain physical presence at designated service locations and time for employees to pick up the user's computer, or deliver to the end-user.* Participates in monitoring, updating and maintaining tickets in a defined ticketing system.* Responds to tickets, contacts users and plans workload.* Update, track and escalate the ticket to appropriate levels/group for resolution as required.* Sign off on closed tickets with the user to include follow up specifically to the end user.* Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.* Engage in support of access to corporate network/wireless and applications both on the network as well as over VPN.* Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position****Required Qualifications/Skills:***** Bachelor’s degree (B.S/B.A) from four-college or university and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience* Builds productive internal and external working relationships* Exercises judgment within defined procedures and practices to determine appropriate action* Ability to work independently with minimal supervision* Excellent coordination skills and a team player* Ability to identify issues and escalate as needed* Excellent written and oral communication skills* Strong interpersonal and customer service skills* Knowledgeable about hardware, software, and network troubleshooting* Understanding of software application use and installation* Ability to resolve technical issues under pressure****Physical Demand & Work Environment:***** Must have the ability to perform office-related tasks which may include prolonged sitting or standing* Must have the ability to move from place to place within an office environment* Must be able to use a computer* Must have the ability to communicate effectively* Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers