Technology Experience Specialist

Aurecon Group; Pasig; Hybrid; PHP 360,000 - 480,000; Full time

Job summary

Aurecon Group is seeking a Technology Experience Specialist acting as a Level 2 Service Desk Analyst to deliver local and remote IT support across Aurecon’s global offices. The role centers on customer service, driving technology adoption, and aligning business needs with IT solutions.

Responsibilities include issue resolution, monitoring, incident/change management, and collaboration with senior technical staff to ensure timely, effective resolutions in a fast-paced environment.

Qualifications

• 3+ years of customer-facing Level 2 Service Desk/End User Support experience.
• Experience handling major incidents and outages in enterprise environments.
• Exposure to ITIL processes and enterprise ticketing platforms; ITIL certification is an advantage.
• Bachelor's degree in Information Technology, Computer Science, Engineering or related field; experience with AutoCAD/engineering software is a plus.
• Experience supporting Windows environments, Microsoft 365, end-user devices, networks and PC hardware.

Responsibilities

• Resolve second level operational issues within SLAs.
• Monitor activities and escalate issues as required.
• Assist with planning, preparation and implementation of technical activities.
• Maintain accurate incident history and resolution notes in Aurecon systems.
• Contribute to ITIL-based service management and security policy adherence.
• Participate in incident, problem, change, release, and configuration management.
• Deliver outstanding customer service with enthusiasm and collaboration.
• Own cases and drive them to resolution, coordinating with senior staff as needed.

Skills

Customer-facing

Communication

Collaboration

Problem solving

Time management

Education

Bachelor's degree in IT / CS / Engineering

ITIL Certification

Tools

ServiceNow

CMS

Job description

At Aurecon we see the future through a very different lens. Do you?

Innovation, eminence and digital are at the heart of everything we do. Are you excited about the future?

Are you driven by the opportunity to work on some of the most challenging and complex projects around the world and to learn from the best? We are. Diversity is at the core of everything we do. We work together to create a culture based on respect, trust and inclusiveness. Our differences are what fuel our creativity.

We embrace flexible working and are always open to discussing your individual needs so that you get to create your own experience with us.

What will you do?

The Technology Experience Specialist acts as a Level 2 Service Desk Analyst, delivering local and remote IT support across Aurecon’s global offices. The role focuses on providing excellent customer service, driving technology adoption, and bridging business needs with IT solutions through effective collaboration and adherence to IT processes.

Below are some of the things you will be doing to support “bringing ideas to life”:

• Resolve second level operational issues to a high standard and within service level targets.
• Undertake monitoring activities and ensure routine administrative tasks are completed and issues are escalated as required.
• Assist with planning, preparation, and implementation of technical activities.
• Maintain accurate resolution history and incident information within Aurecon systems.
• Participate in continuous improvement and contribute to the development of technical and process documents.
• Perform operational and project activities within Aurecon ITIL based service management guidelines and Aurecon security policies and standards.
• Proactively participate in assigned roles (such as incident, problem, change, release, configuration), encouraging and representing the team to management and external stakeholders as required.
• Deliver outstanding customer service, bringing enthusiasm and collaborative work ethic
• Taking ownership of cases and managing them to resolution effectively and proactively, in line with service level targets. Including working and collaborating with other business support teams. You will escalation and liaise with senior technical staff where required
• Respond to customers' technical issues in a timely manner via telephone, e-mail and other appropriate means
• Acquire and maintain a comprehensive knowledge of industry standards
• Resolving complex, technical faults that are both hardware and software related or providing correct diagnosis and warm transfer to Level 3 service providers
• Responding to critical and major incidents as escalated, according to established procedures
• Maintaining accurate and comprehensive log entries of faults (and notes), with resolution and contact details
• Taking the journey with business to work smarter and going through disruptions utilising available technologies within Aurecon, becoming a future-ready team
• Being an agent for beneficial change by aligning with the IT vision of the future
• Role modelling desired and constructive behaviours in line with Aurecon values
• Implements stakeholder engagement/ communications plans, e.g. handling of complaints, problems, and issues, managing resolutions, corrective actions & lessons learned, and collection & dissemination of relevant information
• Strong interpersonal skills with an ability to work both independently and as a team. You communicate effectively in both oral and written form with clients and end-users. This can include support to the senior leadership team.

What can you bring to the team?

• 3+ years of customer-facing Level 2 Service Desk, Desktop Support, or End User Support experience, including walk-up, remote, and call-based support, with a strong focus on customer service and user enablement.
• Experience handling major incidents and business-critical outages.
• Exposure to ITIL processes and enterprise ticketing/call management platforms (e.g., ServiceNow, CMS); ITIL certification is an advantage.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field; experience supporting AutoCAD, engineering applications, or other specialized software is a plus.
• Experience supporting and troubleshooting Windows environments, Microsoft 365 applications, end-user devices, mobile devices (iOS/Android), printers, networks, and PC hardware throughout their lifecycle.
• Experience supporting users in a large enterprise or managed services environment.
• Strong communication, collaboration, organizational, and continuous improvement skills, with the ability to quickly learn new technologies.

About us

Aurecon is an advisory and engineering company, but not as you know it!

For a start, our clients' ideas drive what we do. Drawing on our deep pool of expertise, we co-create innovative solutions with our clients to some of the world's most complex challenges. And through a range of unique creative processes and skills, we work to re-imagine, shape and design a better future.

We listen deeply and intently, which helps us see opportunities, possibilities and potential that others can't.

Want to know more?

You can learn more about what it's like to work at Aurecon by visiting the careers section of our website.

If you are intrigued or excited by what you have read, then we want to hear from you.