Specialist, IT Global Service Desk

Puma; Makati; On-site; PHP 350,000 - 600,000; Full time

Job summary

PUMA is seeking an experienced IT Specialist for its Global Service Desk in Makati. The role covers Level 1 remote and on-site IT support, incident ownership, and clear user communication across hardware, software, network, and security domains.

You will rotate shifts to support APAC and North America time zones, contributing to knowledge management, process improvement, and escalation to Level 2/3 teams as needed.

Qualifications

• Bachelor's degree in CS/Engineering/IT or related field.
• Experience in User and System Support roles.
• Experience in Retail / IT / Wholesales / Fashion / Factory sectors.
• Minimum 3 years in IT Service Desk or Global Support.
• Excellent written and spoken English communication.
• Technical knowledge of Endpoint management, M365, Identity & access concepts, basic networking, IT security, and mobile devices.

Responsibilities

• Perform first-level IT support on rotating shift for APAC and North America time zones.
• Diagnose and troubleshoot incidents, document solutions, and escalate when needed.
• Advise users and provide complete solutions within guidelines.
• Complete required product training and report recurring issues for improvement.
• Maintain compliance with security and operational standards.

Skills

User support

System support

English proficiency

Education

Bachelor's degree in Computer Science/Engineering/IT

Tools

Intune / Endpoint Manager

M365 Suite

DNS / VPN

IT security basics

Mobile/Multimedia devices

Job description

Your mission

The Specialist IT Global Service Desk provides Level 1 remote and on-site IT support (hardware, software, network and security), owning incidents end-to-end with clear user communication, timely support, thorough documentation, and structured escalation to Level 2/3 teams as needed. The role contributes to service quality, knowledge management, and continuous process improvement by maintaining knowledge articles and analyzing recurring issues, while operating on a rotating shift schedule to support APAC and North America time zones.

Task 1: Perform first-level diagnosis and troubleshooting IT support to users on designated rotational shift; Provide support in accordance with established processes and document incidents and remedies.

Task 2: Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls; Escalate problems when unable to make proper determination

Task 3: Advise and educate users within procedural guidelines to ensure a complete solution to their technical or service questions

Task 4: Complete required product training modules on time to remain competent of current technology offerings; Identify and provide input on unique or recurring user problems.

Task 5: Maintain strong compliance with organizational, security, and operational standards

Your talent

• Bachelor's Degree in Computer Science/Engineering and/or Information Technology or a similar course

• Has experience with User and System Support

• Has experience in Retail / IT / Wholesales / Fashion / Factory industry

• At least 3 years of experience in IT Service Desk or Global Support

• Good command of written and spoken english

• Technical knowledge in Endpoint management (Windows/macOS), M365 (Outlook, Teams, OneDrive, SharePoint) Intune / Endpoint Manager fundamentals, Identity & access management concepts (accounts, MFA, group access, licenses), Basic networking concepts (DNS, connectivity, VPN), IT Security fundamentals, and Mobile/Multimedia products and devices

• Amenable for shifting schedule

• Willing to work onsite in Makati

Our principles

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination.

At PUMA, every application is reviewed by real people who are committed to fairness, transparency, and equal opportunity - no matter your background, identity, or experience. To ensure our process stays true to these values, no automated systems or AI tools are used to make hiring decisions. Every decision is made by real people -with real judgment and accountability. We may use functions supported by Artificial Intelligence (AI) to carry out isolated organizational steps, such as scheduling interviews. These functions have no influence on decisions in the application process. We believe in creating spaces where everyone is welcome, celebrated, and empowered to contribute authentically. Because at PUMA, whoever wants to play, can play.

PUMA is a global sports brand creating footwear, apparel, and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf, and stichd, operates in 120+ countries, and has around 22,000 employees worldwide.