Desktop Support Tech II

Overview

The IT Helpdesk Support Technician II plays a critical role in providing advanced technical support for IT systems, applications, and infrastructure. This position involves diagnosing and resolving complex hardware, software, and network issues, ensuring smooth operations for end users. The ideal candidate will implement IT service management (ITSM) best practices, work with cross-functional teams, and contribute to continuous improvement efforts within the organization

Responsibilities

• Provide onsite hands‑on helpdesk and desk side service in the Cebu office location.
• Provide support for the onsite Executives and Executive Assistants as well as visiting Executives when in the office.
• Provide advanced technical support for complex IT systems, applications, and infrastructure.
• Monitor the HD-Philippines support queue and resolve tickets within predefined SLAs.
• Image and configure Windows and Mac dev...