Deskside Support Specialist - Cebu

Role Overview

The Desk Side Support (DSS) Engineer is responsible for providing high-quality L2/L3 onsite and remote technical support to end users across desktops, laptops, peripherals, operating systems, and enterprise applications. The role ensures minimal business disruption, adherence to SLA/KPIs, and consistent improvement of end-user experience through proactive support, incident ownership, and close coordination with Service Desk, Infrastructure, and Security teams.

1. End User Technical Support

Provide onsite and remote support for desktops, laptops, printers, scanners, mobile devices, and peripherals.

Diagnose, troubleshoot, and resolve hardware, software, OS, and application issues within defined SLAs.

Ownership of incidents, service requests, and tasks until closure with proper communication to users.

Support Windows OS environments (Windows 10/11) and limited Mac OS support where applicable.

1. Incident, Request & Change Management

Log, update, and manage tickets using ITSM tools such as ServiceNow, Remedy, HP Service Manager, etc.

Participate in incident resolution, major incident support, and root cause analysis (RCA) activities.

Support change and rollout activities (OS upgrades, antivirus upgrades, patching, device refresh, Intune deployment).

Coordinate desktop-related changes to avoid deployment conflicts and ensure seamless user experience.

1. Device Lifecycle Management

Perform new device setup, imaging, asset tagging, and handover for new joiners.

Support IMACD activities (Install, Move, Add, Change, Dispose).

Handle device refresh, decommissioning, return-to-vendor, and secure data wipe activities.

1. Access & Identity Support

Support Active Directory functions such as user account setup, password resets, group membership, and GPO-related issues.

Assist users with VPN connectivity, MFA issues, network access, and remote access tools.

1. Tools, Applications & Collaboration Support

Support enterprise applications including:

Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

Browsers (Edge, Chrome, Firefox)

PDF tools, compression tools, and standard desktop utilities

Troubleshoot issues related to:

Remote support tools (TeamViewer, Bomgar, SCCM, Intune, Quick Assist)

Collaboration tools and meeting room devices

1. Documentation & Reporting

Maintain accurate ticket updates, resolution notes, and knowledge articles.

Create and update Standard Operating Procedures (SOPs) and work instructions.

Provide inputs for daily/weekly/monthly reports such as MTTR, ticket aging, backlog, and repeat incidents.

1. Customer Experience & Continuous Improvement

Ensure high CSAT/End User Experience scores through proactive communication and quality resolution.

Identify repetitive issues and suggest automation or process improvements.

Adhere to ITIL best practices, compliance requirements, and security policies.

Act as a floor-support partner for business users and coordinate closely with Service Desk and resolver teams.

• Operating Systems:
• Windows 10 / 11
• Basic knowledge of Windows Server environments (2012/2016/2019)
• Active Directory & User Management
• ITSM Tools: ServiceNow
• Endpoint Management:
• SCCM / Intune / Autopilot (preferred)
• Remote Support Tools:
• TeamViewer, Bomgar, Quick Assist, native Windows tools
• Hardware:
• Desktops, laptops, docking stations, printers, peripherals
• Networking Basics:
• LAN, VPN, Wi-Fi, TCP/IP fundamentals
• Microsoft Office & M365 suite
• VPN and remote dial-in users
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc

• HMO on day 1 w/ free 3 dependents
• Highly competitive and flexible package salary