Technical Support Specialist

SGS; Manila; On-site; PHP 240,000 - 420,000; Full time

Job summary

SGS in Manila is seeking an IT Service Desk professional to provide first line support to affiliates and external clients, handling incidents and requests, and guiding them to resolution via phone and remote tools.

The role requires a Bachelor’s degree or equivalent in engineering or IT/service management, IT literacy with MS Office and basic programming, and experience in multicultural environments; Microsoft Certified Engineer is preferred. This is an on-site position in the Philippines.

Qualifications

• Bachelor’s degree or equivalent in engineering or IT/service management.
• Experience in customer-facing roles.
• IT literate – MS Office, internet-based apps, and basic programming knowledge.
• Experience in multicultural environments.
• Microsoft Certified Engineer preferred.

Responsibilities

• Provide first line support to SGS affiliates and external clients.
• Handle incidents and requests quickly, resolving, escalating, and routing information.
• Determine incident severity and priority.
• Validate and evaluate technical and operational information related to incidents.
• Resolve issues on first contact via phone and remote access tools.
• Manage incidents throughout their lifecycle.
• Establish controls to monitor the performance of management systems.
• Validate, evaluate, and classify incidents and requests.
• Determine resolution or escalation paths to ensure all issues are managed.
• Record distinct issues in tracking tools.
• Track known solutions, consult knowledge database, and respond to callers accordingly.
• Comply with QHSE policies, including safety and incident reporting requirements.

Skills

Dependability

Problem solving

Pro‑activity

Communication

Teamwork

Technical skills

Customer skills

Education

Bachelor’s degree or equivalent in engineering or information technology/service management

Microsoft Certified Engineer

Job description

SGS is the world’s leading testing, inspection and certification company. With 93,000 employees and a network of 2,600 offices and laboratories, we ensure quality and integrity worldwide.

Primary Responsibilities

• Provide first line support to SGS affiliates and external clients.
• Handle incidents and requests quickly, resolving, escalating, and routing information.
• Determine incident severity and priority.
• Validate and evaluate technical and operational information related to incidents.
• Resolve issues on first contact via phone and remote access tools.
• Manage incidents throughout their lifecycle.

Reporting Line

IT Service Desk Manager or Supervisor

Specific Responsibilities

• Establish controls to monitor the performance of management systems.
• Validate, evaluate, and classify incidents and requests.
• Determine resolution or escalation paths to ensure all issues are appropriately managed.
• Evaluate content of requests/incident reports and gather information if missing.
• Record distinct issues in tracking tools.
• Track known solutions, consult knowledge database, and respond to callers accordingly.
• Track severity/priority 1 issues for appropriate escalation and follow‑up.
• Recognize solutions for repetitive use and enter them in the knowledge database.
• Comply with relevant Management Systems.
• Comply with QHSE policies, including:
  • Demonstrate strong commitment to SGS QHSE policies by participating in safety meetings, completing required training, intervening in unsafe situations, refusing unsafe work, and complying with all applicable laws and regulations.
  • Respond appropriately to emergency situations and assist staff in maintaining readiness.
  • Dispose of or direct disposal of waste generated daily in a safe manner, complying with all regulations.
  • Report all incidents (actual incidents and near misses) per SGS Incident Reporting requirements.
  • Use all equipment safely and report damaged/lost equipment to a supervisor.
  • Maintain a safe and tidy worksite.
  • Remain aware of hazards and propose controls to supervisors, QHSE representatives, or relevant client/site contact.
  • Participate in incident investigations and risk assessments as necessary.

Qualifications

Profile

• Bachelor’s degree or equivalent in engineering or information technology/service management courses.
• Previous customer‑facing role.
• IT literate – familiar with MS Office applications, internet‑based applications, and basic programming knowledge.
• Experience in multicultural environments.
• Microsoft Certified Engineer preferred.

Required Skills

• Dependability – accurate updates to the system.
• Problem solving – identify and resolve problems quickly and effectively.
• Pro‑activity – take initiative to improve processes.
• Communication – listen to users and convey ideas and solutions effectively.
• Teamwork – work in local and remote teams.
• Technical skills – ability to learn new products.
• Customer skills – interact with customers politely and professionally.

Language

• Fluent English.