Technical Support

Apollo Global Corporation; Davao City; On-site; PHP 279,000 - 502,000; Full time

Job summary

Apollo Global Corporation in the Philippines is seeking a Service Desk Level 1 specialist to resolve tickets, monitor network health, and support end-users across multiple systems and platforms.

You will work with PSC queues, diagnose issues within SLA, document actions, and escalate complex infrastructure problems to the right teams while guiding teammates on basic diagnostics. This role offers growth in a dynamic telecom-like environment and requires strong collaboration across teams.

Qualifications

• Experience with ticketing systems (RT)
• Knowledge of network monitoring and infrastructure tools (Workconnect, Zabbix, Grafana, Prometheus, Rancher, Proxmox VE, Uptime Kuma)
• Familiarity with remote access tools (Guacamole)
• Experience with provisioning and automation tools (AWX)
• Ability to diagnose and resolve connectivity and service issues
• Capability to perform circuit diagnostics, VPN troubleshooting, and traceroute interpretation
• Ability to walk colleagues through root-cause analysis on complex tickets

Responsibilities

• Handle tickets across PSC - Network, SD L1 Admin/Network, and Onsite Assistance queues
• Diagnose and resolve issues within SLA turnaround time
• Document ticket actions and resolutions accurately for tracking and reporting
• Monitor network and infrastructure health and status across supported systems
• Identify and respond to alerts or anomalies in real time
• Escalate infrastructure-level issues to the appropriate team when needed
• Provide ticketing support and troubleshooting for Coronatel's end-users and clients
• Monitor the Pinoy Xtreme playout system for interruptions or errors
• Provide first-line troubleshooting and support for playout issues
• Provide day-to-day technical guidance to teammates on circuit diagnostics, VPN troubleshooting, and traceroute interpretation

Skills

RT Ticketing

Network monitoring

Tools

Workconnect

Zabbix

Grafana

Prometheus

Rancher

Proxmox VE

Uptime Kuma

Guacamole

AWX

Job description

About the role

This is a Service Desk Level 1 (L1) support role focused on ticket resolution, network and infrastructure monitoring, and client support across multiple systems and platforms.

Key responsibilities

• Handle tickets across PSC - Network, SD L1 Admin/Network, and Onsite Assistance queues

• Diagnose and resolve issues within SLA turnaround time

• Document ticket actions and resolutions accurately for tracking and reporting

• Monitor network and infrastructure health and status across supported systems

• Identify and respond to alerts or anomalies in real time

• Escalate infrastructure-level issues to the appropriate team when needed

• Provide ticketing support and troubleshooting for Coronatel's end-users and clients

• Monitor the Pinoy Xtreme playout system for interruptions or errors

• Provide first-line troubleshooting and support for playout issues

• Provide day-to-day technical guidance to teammates on circuit diagnostics, VPN troubleshooting, and traceroute interpretation

About you

• Experience with ticketing systems (RT)

• Knowledge of network monitoring and infrastructure tools (Workconnect, Zabbix, Grafana, Prometheus, Rancher, Proxmox VE, Uptime Kuma)

• Familiarity with remote access tools (Guacamole)

• Experience with provisioning and automation tools (AWX)

• Ability to diagnose and resolve connectivity and service issues

• Capability to perform circuit diagnostics, VPN troubleshooting, and traceroute interpretation

• Ability to walk colleagues through root-cause analysis on complex tickets