Service Desk Specialist (Network Troubleshooting)

Infinit-O; Pasay; On-site; PHP 279,000 - 469,000; Full time

Job summary

Infinit-O is seeking a customer-focused support professional to act as the first point of contact for issues across voice, data, and AV environments. You will perform Tier I troubleshooting to achieve first call resolution for UC, Data, and AV tickets, and document incidents clearly for internal teams.

Applicants should have a 2-year IT/Networking/UC/Telecoms/AV credential and experience in customer service or help desk roles.

Qualifications

• 2-year degree or certificate in IT, Networking, UC/Telecommunications, AV, or related field.
• Experience in customer service, help desk, or technical support is preferred.

Responsibilities

• Act as first point of contact for customer issues across Voice, Data, and AV environments.
• Tier I troubleshooting to achieve first call resolution for UC, Data, and AV tickets.
• Tier I support of various UC & Telecommunications systems (Cisco, Microsoft, Avaya, Nortel, Siemens).
• Tier I support of Audio-Video systems (Logitech, Cisco, Crestron).
• Coordinate and document the full lifecycle of Events, Incidents, and Service Requests with customers and internal teams.
• Ensure clear, accurate, and professional communication with customers.

Skills

Communication

Documentation

Integrity

Collaborative mindset

Self-improvement

Education

2-year IT/Networking/UC/Telecoms/AV degree or certificate

Job description

Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years.

We navigate complex industry landscapes to drive transformative outcomes, helping businesses streamline operations, enhance customer experience, and achieve sustainable growth backed by a world-class Net Promoter Score of 75. Our approach combines operational efficiency with a human-centered ethos, ensuring sustainable value creation for our clients and team members.

As a Certified B Corporation, Infinit-O is committed to the highest standards of social and environmental performance, accountability, and transparency. We embed these values into every aspect of our operations-aligning business success with a positive impact on our clients, people, and communities.

Our commitment to Diversity, Equity, and Inclusion (DEI) is integral to our mission. We believe that building inclusive, equitable teams is not only the right thing to do—it is also essential for driving innovation and better business outcomes. We actively promote equal opportunity through inclusive hiring practices, continuous learning programs, and regular equity assessments to ensure a fair and empowering workplace for all.

Key Responsibilities:

Job Duties (including but not limited to):

• Act as first point of contact and escalation for customer issues across Voice, Data, and AV environments.
• Tier I troubleshooting to achieve first call resolution for tickets on customer UC, Data, and AV solutions.
• Tier I support of various UC & Telecommunications system. Including, but not limited to: Cisco, Microsoft, Avaya, Nortel, & Siemens.
• Tier I support of various Audio-Video systems. Including, but not limited to: Logitech, Cisco, & Crestron.
• Tier I support of customer system Events & Incidents using Monitoring platforms to ensure system health and stability.
• Troubleshoot, identify, research, and escalating potential service impacting Events.
• Coordinate and document the full lifecycle of Events, Incidents, and Service Requests by ensuring clear, accurate, and professional communication with both customers and internal teams.
• Coordinate with various departments & teams across the organization to ensure exceptional Customer Experience through prompt resolution of issues.
• Respond to customer inquiries by phone and in writing, offering empathetic, knowledgeable, and timely solutions.
• Follow established internal and customer-specific processes with precision, while contributing ideas for continuous improvement.
• Ensure compliance with security and data privacy standards, including timely reporting of potential incidents.
• Flexibility to cover shifts across three shift schedules - Day Shift, Swing Shift, Night Shift, Weekends, and Holidays - as required.

What you’ll love working here:

• Customer-first culture: Our team is the heartbeat of Continuant. We're passionate about our customers and about supporting each other.
• Career growth: We offer hands-on experience, mentorship, and opportunities to learn multiple disciplines - from the service operations to technical engineering.
• Collaborative environment: We celebrate wins, share ideas, and enjoy a culture filled with teamwork, and feedback.
• Real impact: You'll help enterprise clients maintain critical communications systems and ensure smooth business operations worldwide.

Requirements:

Education/Experience:

• 2-year degree - or certificate - in IT, Networking, UC/Telecommunications, AV, or equivalent experience in a related field.
• Experience in customer service, help desk, or technical support preferred.

Technical Experience and Aptitude:

• Familiarity with voice/data networking concepts, monitoring platforms, and Microsoft applications
• Comfortable learning new systems and troubleshooting software

Soft Skills:

• Strong communication and documentation skills
• Integrity, accountability, and a collaborative mindset
• Curiosity and a drive for self-improvement