Technical Support (Onsite in Cebu Office)

Capgemini Philippines Corp.; Cebu City; On-site; PHP 290,000 - 424,000; Full time

Job summary

Capgemini Philippines Corp. is seeking a Service Desk / Technical Helpdesk Analyst to provide advanced troubleshooting and timely support for end users in Cebu City.

The role involves handling escalated L1 tickets, complex hardware and software issues, VPN, MFA, and Office 365 problems, while ensuring accurate ticket documentation and customer communication. You will work onsite at Lexmark Plaza 1, Cebu Business Park, with rotating graveyard shifts and strong collaboration with cross-functional

Qualifications

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

• Advanced Technical Troubleshooting
• Handle escalated tickets from L1 involving complex hardware issues, software installation/configuration, VPN, network problems, and Office 365 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 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
• Must be amenable to work full onsite in Lexmark Plaza 1, Cebu Business Park, Cebu City
• Open to working graveyard shifts and rotating schedules

Skills

Windows OS

Office 365

Troubleshooting

Active Directory

VPN

MFA

Networking basics

Hardware diagnostics

Log analysis

ServiceNow

Communication

English proficiency

Tools

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 Lexmark Plaza 1, Cebu Business Park, Cebu City

• Open to working graveyard shifts and rotating schedules.