Technology Operations & Service Delivery Specialist

HTU; Pasig; Hybrid; PHP 480,000 - 720,000; Full time

Job summary

HTU in Pasig is seeking a capable IT/Tech Ops support professional to assist AGS teams and PMOs with daily program activities. You will help provisioning for ACUMEN IWP, manage service requests and incidents in Salesforce, and ensure licenses and access are tracked accurately.

This role emphasizes customer service, documentation, and teamwork in a fast-paced environment. The ideal candidate has a Bachelor’s degree or equivalent, MSP exposure is a plus, and strong MS Office skills.

Qualifications

• Bachelor’s Degree or equivalent experience preferred.
• Experience with MSPs is a plus.
• Familiarity with Beeline, Fieldglass, IQ Navigator, Salesforce and SharePoint.
• Strong customer service experience.
• Previous software administration and support experience preferred.
• Proficiency in Microsoft Office products.

Responsibilities

• Work closely with AGS Technology Analysts and PMO teams to support day-to-day program activities.
• Support provisioning for ACUMEN IWP products.
• Provide superior customer service and timely record keeping of technology incidents and service requests.
• Serve as a central point of contact for AGS Technology teams.
• Document, submit, and monitor tickets via Salesforce.com.
• Grant software licenses for internal technologies and track access requests.
• Ensure all relevant information and attachments are received before escalation.
• Track technology issues, updates, and resolutions through Salesforce.
• Triages tickets before reassigning to Tech Ops Analysts and Tech CoE.
• Create, update, and maintain AGS Technology Operations support documentation.
• Capture and report on SLAs and other metrics for continuous improvement.
• Assist Technology Analysts with basic questions on functionality and configuration.
• Research and conduct basic troubleshooting on technology incidents and service requests.
• Perform initial testing and quality assurance activities on incidents and service requests.
• Coordinate VMS outages globally.

Skills

Customer service

Multitasking

Documentation

Communication

Organizational skills

Teamwork

Problem solving

Education

Bachelor's degree

Tools

Salesforce

SharePoint

Beeline

Fieldglass

IQ Navigator

Job description

HTU in Pasig is seeking a capable IT/Tech Ops support professional to assist AGS teams and PMOs with daily program activities. You will help provisioning for ACUMEN IWP, manage service requests and incidents in Salesforce, and ensure licenses and access are tracked accurately.

This role emphasizes customer service, documentation, and teamwork in a fast-paced environment. The ideal candidate has a Bachelor’s degree or equivalent, MSP exposure is a plus, and strong MS Office skills.