Service Desk- Technical Support SME (FOR POOLING), Albay

Operating across designated sites (Makati, Laguna and Albay), the Service Desk Technical Support Specialist provides hands-on hardware, software, and localized data communication support. This role acts as Level 1 support, maintaining ownership of incident recording, immediate diagnostic troubleshooting, and on-site asset maintenance.

• Provide immediate phone assistance and localized problem resolution for hardware, standard software, and core business applications.
• Receive, log, gather diagnostic data, and generate trouble tickets for incoming service calls.
• Manage the full administrative lifecycle of assigned incidents, problems, and support calls through to completion.
• Process and monitor Install, Move, Additions, Change, and Setup (IMACS) tracking requests.
• Provide Level 1 support for workstations, laptops (HP, Lenovo, or equivalent), associated peripherals, and standard engineering software.
• Support corporate operating systems (Windows 11 or later) alongside best-effort support for legacy platforms in production.
• Troubleshoot core Microsoft Productivity & Collaboration suites, including Office 2021, Exchange Online, Teams, SharePoint (Online/On-Premise), OneDrive, Project, Visio, Access, and M365 Copilot.
• Deliver Level 1 assistance for Netrust Digital Certificates and manage physical crypto token inventory configurations.
• Perform direct hardware and printer troubleshooting, executing firmware upgrades and coordinating warranty claims with vendors.
• Monitor local hardware and software inventories through the corporate PGPC ITSM platform.
• Assist with localized application patch troubleshooting and perform routine network connection testing.
• Execute regular virus scanning, malware removal, and local endpoint security signature updates.
• Perform structured semi-annual preventive and corrective maintenance (PM/CM) routines for all active PCs and peripherals.
• Implement and operate the physical barcode system for hardware asset tracking and scanning.
• Resolve basic data communication and LAN cabling faults, including patch cable replacements.
• (Tiwi Site Only): Facilitate the physical loading, unloading, and shipping validation of data backup tapes to offsite storage.

• Requires a relevant technical training certificate or matching project experience.
• Mandatory platform certifications with at least 2 years of hands-on technical experience.
• Proficiency in configuring and supporting Microsoft Windows 8.1 or higher environments.
• Direct experience supporting Microsoft Office 2016 (or higher) and cloud Office 365 applications.
• Active HP Certification specialized in Desktop and Printer hardware troubleshooting.