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