Technical Support (Onsite)

Capgemini Philippines Corp.; Pasay; On-site; PHP 300,000 - 460,000; Full time

Job summary

Capgemini Philippines Corp. is seeking a Service Desk / Technical Helpdesk Analyst to provide frontline IT support for end users in Mall of Asia Complex, Pasay City.

You will perform advanced technical troubleshooting, handle escalations, validate access, document steps, and maintain SLA compliance while communicating clearly with customers in English.

Open to graveyard shifts and rotating schedules with full onsite work.

Qualifications

• Strong understanding of Windows OS, Office 365, and Teams troubleshooting.
• Familiarity with Active Directory and group membership administration.
• Experience with VPN, MFA, and basic networking concepts.
• Excellent communication and customer service skills.
• Ability to analyze logs and error reports.
• Ability to manage multiple priorities under SLA pressure.
• Must be amenable to full onsite work in Pasay City and rotating shifts.

Responsibilities

• Advanced Technical Troubleshooting
• Handle escalated tickets from L1 involving: Complex hardware issues, Software installation/configuration, Advanced Outlook/Teams/Office 365 issues, VPN, network connectivity & authentication problems, Device performance issues
• Perform deeper diagnostics using remote tools and admin utilities.
• Process and verify access requests requiring intermediate knowledge: Group memberships, Shared mailbox access, Application entitlements (CRM, Impuls, VRM, XVS, MDG, SAP roles).
• Ensure correct catalog selection and routing.
• Work with IAM/Access Management to resolve misrouted or aging access tickets.
• Validate access with end users before closure.
• Ensure tickets are properly documented with: Clear troubleshooting steps, Logs, screenshots, and error details, User communication history
• Assign or elevate to appropriate L2/L3 support groups when needed.
• Monitor aging tickets and proactively follow up to meet SLA timelines.
• Prevent unnecessary rework by ensuring tickets are never closed prematurely.
• Serve as a primary technical point-of-contact for escalated end-user issues.
• Provide clear, user-friendly explanations of technical steps.
• Ensure users receive timely updates and resolution confirmation.
• Maintain high customer satisfaction through effective communication.

Skills

Windows OS

Office 365

VPN & MFA

Active Directory

Log analysis

ServiceNow

Technical communication

Customer service

Tools

Remote desktop tools

Diagnostic utilities

ServiceNow

Job description

Service Desk / Technical Helpdesk Analyst may perform one or more of the following:

• Advanced Technical Troubleshooting

• Handle escalated tickets from L1 involving: Complex hardware issues, Software installation/configuration, Advanced Outlook/Teams/Office 365 issues, VPN, network connectivity & authentication problems, Device performance issues (slow machines, driver/device conflicts)

• Perform deeper diagnostics using remote tools and admin utilities.

• Process and verify access requests requiring intermediate knowledge: Group memberships, Shared mailbox access, Application entitlements (CRM, Impuls, VRM, XVS, MDG, SAP roles).

• Ensure correct catalog selection and routing.

• Work with IAM/Access Management to resolve misrouted or aging access tickets.

• Validate access with end users before closure.

• Ensure tickets are properly documented with: Clear troubleshooting steps, Logs, screenshots, and error details, User communication history

• Assign or elevate to appropriate L2/L3 support groups when needed.

• Monitor aging tickets and proactively follow up to meet SLA timelines.

• Prevent unnecessary rework by ensuring tickets are never closed prematurely.

• Serve as a primary technical point-of-contact for escalated end-user issues.

• Provide clear, user-friendly explanations of technical steps.

• Ensure users receive timely updates and resolution confirmation.

• Maintain high customer satisfaction through effective communication.
  

Additional Qualifications:

• Strong understanding of Windows OS, Office 365, Teams, Outlook troubleshooting

• Familiarity with Active Directory & group membership administration

• Experience with VPN, MFA, basic networking concepts

• Knowledge of hardware diagnostics (drivers, BIOS, performance tuning)

• Ability to analyze logs and error reports

• Experience with ticketing systems (ServiceNow preferred)

• Excellent communication and customer service

• Strong analytical and problem-solving abilities

• Ability to manage multiple priorities under SLA pressure

• Strong documentation practices

• Collaboration across cross-functional teams

• Strong English (verbal and written) skills.

• Must be amenable to work full onsite in Mall of Asia Business Complex, Pasay City.

• Open to working graveyard shifts and rotating schedules.