Urgent Hiring: Technical Support Specialist (Onsite in Pasay)
Capgemini Pasay Full-time
Service Desk / Technical Helpdesk Analyst may perform one or more of the following:
- Advanced Technical Troubleshooting
- Handle escalated tickets from L1 involving: Complex hardware issues, Software installation/configuration, Advanced Outlook/Teams/Office 365 issues, VPN, network connectivity & authentication problems, Device performance issues (slow machines, driver/device conflicts)
- Perform deeper diagnostics using remote tools and admin utilities.
- Process and verify access requests requiring intermediate knowledge: Group memberships, Shared mailbox access, Application entitlements (CRM, Impuls, VRM, XVS, MDG, SAP roles).
- Ensure correct catalog selection and routing.
- Work with IAM/Access Management to resolve misrouted or aging access tickets.
- Validate access with end users before closure.
- Ensure tickets are properly documented with: Clear troubleshooting steps, Logs, screenshots, and error details, User communication history
- Assign or escalate to appropriate L2/L3 support groups when needed.
- Monitor aging tickets and proactively follow up to meet SLA timelines.
- Prevent unnecessary rework by ensuring tickets are never closed prematurely.
- Serve as a primary technical point-of-contact for escalated end-user issues.
- Provide clear, user-friendly explanations of technical steps.
- Ensure users receive timely updates and resolution confirmation.
- Maintain high customer satisfaction through effective communication.
Additional Qualifications:
- Strong understanding of Windows OS, Office 365, Teams, Outlook troubleshooting
- Familiarity with Active Directory & group membership administration
- Experience with VPN, MFA, basic networking concepts
- Knowledge of hardware diagnostics (drivers, BIOS, performance tuning)
- Ability to analyze logs and error reports
- Experience with ticketing systems (ServiceNow preferred)
- Excellent communication and customer service
- Strong analytical and problem-solving abilities
- Ability to manage multiple priorities under SLA pressure
- Strong documentation practices
- Collaboration across cross-functional teams
- Strong English (verbal and written) skills.
- Must be amenable to work full onsite in Mall of Asia Business Complex, Pasay City.
- Open to working graveyard shifts and rotating schedules.
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