Technical Support Analyst II

Global Payments Process Centre, Inc.; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

Global Payments Process Centre, Inc. is seeking a Technical Support Analyst II to join the Global Service Desk team.

The role focuses on providing technical support for end users, enterprise applications, and desktop infrastructure across Windows, Chrome, and Apple devices. You will diagnose, triage, and resolve incidents, document procedures, and assist with system upgrades, aiming for fast restoration of IT services and high customer satisfaction.

Qualifications

• High school diploma or equivalent.
• Typically minimum 2 years relevant exp.
• Experience supporting end-user Windows, Chrome, and Apple devices in an enterprise setting.
• Knowledge and administration of Microsoft Active Directory.

Responsibilities

• Provide first and second level technical support with focus on first call resolution.
• Diagnose, triage, and escalate incidents to Tier 3/4 teams; respond within required times.
• Troubleshoot and repair hardware and software on multiple operating systems.
• Provide on-site and remote support using tools for standard configurations of devices.
• Assist in system upgrades and maintenance (memory, storage, etc.).
• Configure, provision, and support mobile devices and platforms.
• Develop and maintain technical documentation and processes.
• Deploy software and system images for multiple OS and hardware standards.
• All other duties as assigned.

Skills

First call resolution

Team player

Interpersonal communication

Cross-functional collaboration

End-user support

Education

High School Diploma or Equivalent

Tools

Active Directory

Job description

Ready to take your career global?

Make your mark at one of the biggest names in payments. We’re looking for a Technical Support Analyst II to join our ever-evolving Global Service Desk Team and help shape the future of global commerce. In this role, you'll be responsible for providing technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure (both physical and virtual), operating systems, software, hardware, and peripherals. Resolves issues through multiple communication channels for support requests from end users to record and resolve reported incidents, service requests, and access requests within agreed service levels. Investigates and responds to all support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users.

What you’ll own

• Provide first and second level technical support, which includes centralized incident and request handling for customers with a focus on first call resolution; use best practices for incident management including detailed ticket documentation, and application of analytical skills to identify root cause and quickly determine the resolution

• Diagnose, triage, and elevate incidents and requests to appropriate tier 3 and tier 4 assignee and/or team. Respond to incidents, requests for service, and questions within required response times

• Troubleshoot and repair hardware and software issues on multiple operating systems

• Provide on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals

• Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies

• Responsible for configuring, provisioning and supporting various mobile devices and mobile device platforms

• Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes

• Deploy software and system images for multiple OS and hardware standards

• All other duties as assigned.

What you’ll bring

• High School Diploma or Equivalent

• Typically Minimum 2 Years Relevant Exp

• Proven team player with outstanding interpersonal and communication (written & oral) skills

• Experience of cross functional working and cultural sensitivity

• Demonstrated experience supporting end user Windows, Chrome, and Apple devices within an enterprise setting

• Knowledge and administration of Microsoft Active Directory
  

It’s a bonus if you have

• Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.

• Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.

• Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.

About the team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

Does this sound like you? Then you sound like a Globalpayer.