Technical Support

Apollo Global Corporation; Makati; On-site; PHP 279,000 - 446,000; Full time

Job summary

Apollo Global Corporation in Metro Manila is seeking a Service Desk Level 1 specialist to manage tickets across multiple queues, monitor network health, and support Coronatel ISP services and the Pinoy Xtreme playout system. You will diagnose issues, meet SLA targets, and provide first-line guidance to teammates.

You should be familiar with RT ticketing, network/monitoring tools, remote access like Guacamole, and provisioning with AWX.

Qualifications

• Experience with ticketing systems (RT) to manage queues and document actions.
• Knowledge of monitoring and network tools used in operations and incident response.
• Familiarity with remote access tools for controlled access and support.
• Experience with provisioning and automation tools to streamline deployments.

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 end-users and clients.
• Monitor the playout system for interruptions or errors and provide first-line support.
• Provide day-to-day technical guidance to teammates on circuit diagnostics and VPN troubleshooting.

Skills

Ticketing systems (RT)

Monitoring & network tools

Remote access tools

Provisioning & automation tools

Tools

Guacamole

AWX

Job description

About the role

This is a Service Desk Level 1 (L1) support role responsible for handling ticket resolution across multiple queues, monitoring network and infrastructure health, providing client support for Coronatel (ISP) services, and supporting the Pinoy Xtreme playout system. The role involves diagnosing and resolving issues within SLA turnaround times, responding to real-time alerts, and providing technical guidance to teammates.

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 monitoring and network tools (Workconnect, Zabbix, Grafana, Prometheus, Rancher, Proxmox VE, Uptime Kuma, Corona Dashboard)
• Familiarity with remote access tools (Guacamole)
• Experience with provisioning and automation tools (AWX)
• Ability to diagnose and resolve network and infrastructure issues
• Capability to walk colleagues through root-cause analysis on complex tickets
• Ability to support the team in reducing unnecessary escalations through peer knowledge-sharing