Job Description Job Summary: We are seeking a skilled Level 2 Service Desk Analyst to provide advanced IT support and resolve escalated technical issues.

This role will focus on managing our Freshdesk ticketing system, troubleshooting operating systems, performing network configurations, and supporting GSuite email systems.

The ideal candidate will excel in problem-solving, communication, and collaboration, ensuring high-quality service and operational efficiency.

Key Responsibilities: Respond to and resolve escalated support tickets using Freshdesk.

Diagnose and troubleshoot advanced issues across operating systems.

Provide remote technical support primarily using Team Viewer.

Troubleshoot hardware and system issues, ensuring all technical aspects are addressed.

Perform system maintenance tasks as required to ensure optimal performance.

Collaborate with IT teams to resolve complex issues and implement improvements to IT processes.

Document technical solutions and maintain an updated knowledge base for recurring issues.

Monitor system performance and ensure compliance with IT policies and standards.

Assist with onboarding processes, including user account setup and device configuration.

Requirements Requirements/Skills Needed: Bachelor’s degree in Information Technology, Computer Science, or a related field.

3+ years of experience in an IT support or service desk role.

Proficiency in using Freshdesk for ticket management.

Experience with remote support tools, specifically Team Viewer.

Strong knowledge with G Suite applications and troubleshooting Solid understanding of network configuration, including IP setup and DNS troubleshooting.

Excellent problem-solving and analytical skills.

Strong verbal and written communication skills.

Additional Job Details: Set-up and Location: Office-based setup (Ortigas, Alabang, Pampanga, Cebu) Work Schedule: 9:00 AM-6:00 PM (AEST) | 7:00 AM-4:00 PM (PH Time) Employment Type: Full-time All interviews and other hiring requirements are done virtually or through video calls or emails.

Requirements Requirements/Skills Needed: Bachelor’s degree in Computer Science, Information Technology, or a related field.

1 to 2 years previous experience with direct customer contact Experience maintaining Saa S solutions is required HTML experience Proactive and a quick learner Degree in a technical related field Focused, conscientious, efficient with excellent time management skills Able to collaborate with peers and other people inside and outside the business Additional Job Details: Set-up and Location: Hybrid/WFH Work Schedule: Flexible (UK Greenwich Mean Time) | 6:00 AM-3:00 PM (PH Time) Employment Type: Full-time All interviews and other hiring requirements are done virtually or through video calls or emails.