Support Specialist (Enhanced Services for Contact Center)

This role offers a strong growth opportunity for someone eager to build deep technical expertise while supporting the seamless IT experience of all CSC employees. By managing incidents, service requests, asset lifecycles, and on site support, the role directly contributes to Manulife's mission of delivering reliable, customer focused technology services. The position also engages in cross functional collaboration, process improvements, and project participation-providing exposure to broader IT operations and leadership workflows. Through continuous learning, hands on troubleshooting, and involvement in escalations and reporting, the individual will gain the skills, confidence, and professional development needed to advance in technical support and operational roles.

Position Responsibilities:

• Request Fulfillment - Conducts request fulfillment for end user. This includes but not limited to IT Asset Requests (Preparation Deployment Setup Retrieval Record Management), AV-VC Setup and any Standard / Non-Standard request that requires field deskside assistance while maintaining the target OLA

• Incident Management - Provide IT support (onsite, phone, virtual/remote) assistance for end users having technical Issues. Troubleshoot simple to complex issues for applications and hardware concerns

• Queue Management - Conducts end to end analysis on tickets coming into the queue of the team. The work includes but not limited to: Review, root cause analysis, gathering information, prioritization, reassignment to staff or other teams, customer education and ticket closure while maintaining the target SLA.

• Adhoc Tasks - perform Adhoc tasks as required by the Management.

  • Oversee Associate Support Specialist and their performance
  • Serves a backup to leaders
  • Able to represent leads on team meetings
  • Able to make sound decisions representing leadership

Required Qualifications:

• At least 2-3 years of overall work experience in IT field/environment

• Knowledge in queue management and quality assurance Is a plus.

• Intermediate to advance knowledge and hands on experience in navigating, configuring, installing, and troubleshooting hardware and software computers
• Intermediate to advanced troubleshooting knowledge on Office 365 and IBM Lotus Notes.

• Basic to intermediate knowledge on IT Asset Management Lifecycle and Audit

• Graduate of any 4-year IT-related course.

• Flexible with reporting onsite, rendering overtime, and/or adjusting their work hours as needed by the

• Must be willing to report to Mactan Newtown in Lapu-Lapu City, Cebu

Preferred Qualifications:

• Knowledge in coaching methodologies

• Knowledge in escalation management

• Self-Motivated

• Work Ethic: Demonstrating reliability, responsibility, and dedication

• Communication - Clearly conveying ideas verbally, in writing, and through active listening.

• Able to present his/herself professionally, organized and with time management, can do attitude

• Problem-Solving / Critical thinking / Issue Isolation / Attention to detail with excellent comprehension, analytical and decision-making skills

• Adaptability, Flexibility, Versatility -Adjusting to new situations, technologies, challenges, demand and hi-pressure environment

• We'll empower you to learn and grow the career you want.

• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we'll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and i ndividuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .