Service Desk Specialist

Level 2 Servicedesk Specialist

Onsite | Cebu | Shifting Schedule

About the Role

We are seeking a Level 2 Servicedesk Specialist to provide advanced technical support for retail applications, operating systems, hardware, and integrated services. You will troubleshoot complex issues escalated from Level 1 Support, perform root cause analysis, and collaborate with Engineering and Product teams to deliver effective solutions.

This role primarily supports the APAC region and offers exposure to a wide range of technologies, including Windows, Linux, retail systems, payment solutions, and cloud-based applications.

Key Responsibilities

• Troubleshoot and resolve complex technical issues escalated from Level 1 Support.
• Analyze logs, system behavior, and diagnostic data to identify root causes.
• Support Windows and Linux environments.
• Manage incidents through resolution while meeting SLA requirements.
• Collaborate with Level 1, Level 3, Engineering, and Product teams.
• Document investigations, solutions, and knowledge articles.
• Provide excellent customer communication and case ownership.

Qualifications

Required:

• Minimum 2 years of Service Desk, IT, or Application Support experience
• Strong knowledge of Windows operating systems
• Excellent English communication skills (written and verbal)
• Strong troubleshooting and analytical skills
• Experience working in a ticket-driven, customer-facing support environment
• Willingness to work rotating shifts

Preferred:

• Previous Level 2 Service Desk experience
• Experience supporting Linux environments
• Exposure to SQL, cloud platforms (Azure/AWS), payment systems, retail applications, or POS solutions
• Basic scripting or coding knowledge

What We're Looking For

• Strong problem-solving and investigative mindset
• Ability to learn and adapt to new technologies
• Excellent customer service and communication skills
• High level of ownership, accountability, and attention to detail
• Stable work history and commitment to long-term growth

What You'll Get:

• Health insurance with unlimited dependents (based on hierarchy)
• Life insurance
• Retirement benefit
• Career growth opportunities
• Competitive Salary
• Annual performance-based salary increase