Specialist, IT Global Service Desk

PUMA Sports Philippines Inc.; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

PUMA Sports Philippines Inc. is seeking a Specialist, IT Global Service Desk to provide Level 1 IT support remotely and on-site across APAC and North America.

You will diagnose, document incidents, and escalate as needed, while maintaining security compliance and contributing to knowledge management. The role requires a degree in IT, 3+ years in IT service desk, and willingness to work rotating shifts on site in Makati.

Qualifications

• 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.

Responsibilities

• Perform first-level diagnosis and troubleshooting IT support on designated rotational shift.
• Provide support in accordance with established processes and document incidents and remedies.
• 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
• Advise and educate users within procedural guidelines to ensure a complete solution to their technical or service questions
• Complete required product training modules on time to remain competent of current technology offerings; Identify and provide input on unique or recurring user problems.
• Maintain strong compliance with organizational, security, and operational standards

Skills

User and System Support

IT Service Desk

Retail IT experience

English Proficiency

Shift Work

Onsite Makati

Education

Bachelor's degree in Computer Science/Engineering/IT

Tools

M365

Intune

Endpoint Manager

DNS

VPN

IT Security

SharePoint

OneDrive

Teams

Outlook

Job description

For 76 years, PUMA has developed fast products for the fastest athletes on the planets. Every day, our 21,000 employees across 120+ countries rally out SPEED & SPIRIT to deliver the iconic footwear, apparel and accessories capable of pushing sports and fashion forward.

The PUMA world extends across Football, Running, Training, Fitness, Golf, Motorsports and design collaborations with icons.But whenever you are, whether it’s on the pitch, the runway or in the streets, the PUMA touch is instantly felt in the undeniable joy and excitement we bring to sport, fashion and culture.

SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine.

Are you ready to take on the challenge and become ourSpecialist, IT Global Service Desk?

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