Technology Operations Support Coordinator (Nightshift)

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

Your Role

Here’s what you will be doing:

• Work closely with AGS Technology Analysts and Program Management Offices (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-related incidents and service requests.
• Serve as a central point of contact for AGS Technology teams.
• Document, submit, and monitor inquiry, incident, and low complexity service request case 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 new 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 technology SLAs and other metrics for continuous improvement.
• Assist Technology Analysts with basic questions on functionality and configuration of technologies used by the PMO.
• Research and conduct basic troubleshooting on technology incidents and service requests prior to escalation.
• Perform initial testing and quality assurance activities on technology incidents and service requests as needed.
• Coordinate VMS outages globally.

About You

The company is looking for candidates with:

• Bachelor’s Degree or equivalent experience preferred.
• Experience with Managed Service Providers (MSP) is a plus.
• Familiarity with technologies used in AGS VMS engagements such as Beeline, Fieldglass, IQ Navigator, Salesforce, and SharePoint.
• Strong customer service experience.
• Previous software administration and support experience preferred.
• Proficiency in Microsoft Office products.
• Ability to multitask in a fast-paced environment.
• Capability to follow and influence processes and ensure adherence by other teams.
• Ability to meet deadlines, prioritize high volumes of tasks, and troubleshoot technology issues.
• Great attention to detail with strong conceptual, analytical, and problem-solving skills.
• Excellent organizational skills.
• Good interpersonal skills with effective communication across teams.
• Ability to work independently and as part of a team.
• Average PC skills, excellent written and verbal communication skills, and proven customer service skills.
• Willingness to work APAC or India shift and a temporary hybrid work setup (office based in Ortigas area).
• Ability to adapt quickly and flexibility in a constantly evolving field.