Tier 2 Technical Support Representative

Op360; Cebu City; On-site; PHP 223,200 - 334,800; Full time

Job summary

A leading BPO service provider in Cebu City is seeking an IT Help Desk professional. This role involves providing friendly, professional support, resolving issues independently, and managing tickets through ServiceNow. The ideal candidate will have over 2 years of experience in a similar role, excellent English communication skills, and a background in working with Windows and networking technologies. This opportunity offers a dynamic work environment with a competitive salary and shifting schedules.

Qualifications

• Must have strong communication skills in English.
• Experience working in a BPO environment required.
• Experience with Windows 7 and 10 necessary.
• Knowledge of basic networking concepts is a plus.
• Familiarity with remote access technologies needed.

Responsibilities

• Provide friendly, professional IT support via phone, email, and on-site.
• Resolve issues with desktop applications and hardware.
• Manage tickets using ServiceNow efficiently.
• Collaborate with vendors for issue resolution.

Skills

EXCELLENT English communications skills

BPO experience

Problem analysis and problem-solving skills

Ability to assist others with complex issues

Ability to manage and prioritize incidents

Education

2+ years of experience in an IT Help Desk role

Tools

ServiceNow

Salesforce

VMware

Office 365

Active Directory Services

Job description

Cebu City, Philippines | Posted on 05/28/2025

• Response to tickets escalated from Tier 1
  
• Creates, monitors, tracks, schedules, updates and closes tickets within ServiceNow in a timely manner
  
• Provide friendly, professional support via phone, email, and on-site.
  
• Independently resolve most issues with Windows 7, 10, and network printers, software, and hardware break/fix
  
• Collaborate with vendors to resolve issues as necessary
  
• Diagnoses and troubleshoots end-user desktop application issues and provide appropriate solution
  

Requirements

• EXCELLENT English communications skills
  
• Must have a BPO experience
  
• Willing to work on a shifting schedule
  
• 2+ years of experience in an IT Help Desk role
  
• Experience in Office 365 and Active Directory Services
  
• Working knowledge of Windows 7 and 10 and Microsoft Office suite
  
• Basic understanding of Networking
  
• Remote access technologies (VPN terminal services, published apps, etc.)
  
• Preferred experience working with ServiceNow, Salesforce, and VMware
  
• Ability to assist others with complex issues in a professional manner
  
• Ability to manage and prioritize incidents, requests, and tasks
  
• Strong problem analysis and problem-solving skills
  
• Excellent written and verbal communication skills
  
• Resourceful, well organized, highly dependable, efficient and detail-oriented