Support Specialist - Lapu-Lapu, Cebu

Para lamang sa mga rehistradong miyembro Lapu-Lapu, Cebu, Pilipinas

13 oras ang nakalipas

₱240,000 - ₱480,000 (PHP) bawat taon *

* Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee

Paglalarawan ng trabaho

This role offers a strong growth opportunity for someone eager to build deep technical expertise while supporting the seamless IT experience of all CSC employees. By managing incidents, service requests, asset lifecycles, and on site support, the role directly contributes to Manulife's mission of delivering reliable, customer focused technology services. The position also engages in cross functional collaboration, process improvements, and project participation—providing exposure to broader IT operations and leadership workflows. Through continuous learning, hands on troubleshooting, and involvement in escalations and reporting, the individual will gain the skills, confidence, and professional development needed to advance in technical support and operational roles.

Position Responsibilities:

Request Fulfillment - Conducts request fulfillment for end user. This includes but not limited to IT Asset Requests (Preparation> Deployment >Setup > Retrieval > Record Management), AV-VC Setup and any Standard / Non-Standard request that requires field deskside assistance while maintaining the target OLA
Incident Management – Provide IT support (onsite, phone, virtual/remote) assistance for end users having technical Issues. Troubleshoot simple to complex issues for applications and hardware concerns
Queue Management – Conducts end to end analysis on tickets coming into the queue of the team. The work includes but not limited to: Review, root cause analysis, gathering information, prioritization, reassignment to staff or other teams, customer education and ticket closure while maintaining the target SLA.
Adhoc Tasks – perform Adhoc tasks as required by the Management.
Oversee Associate Support Specialist and their performance
Serves a backup to leaders
Able to represent leads on team meetings
Able to make sound decisions representing leadership

Required Qualifications:

At least 2-3 years of overall work experience in IT field/environment
Knowledge in queue management and quality assurance Is a plus.
Intermediate to advance knowledge and hands on experience in navigating, configuring, installing, and troubleshooting hardware and software computers
Intermediate to advanced troubleshooting knowledge on Office 365 and IBM Lotus Notes.
Basic to intermediate knowledge on IT Asset Management Lifecycle and Audit
Graduate of any 4-year IT-related course.
Flexible with reporting onsite, rendering overtime, and/or adjusting their work hours as needed by the
Must be willing to report to Mactan Newtown in Lapu-Lapu City, Cebu

Preferred Qualifications:

Knowledge in coaching methodologies
Knowledge in escalation management
Self-Motivated
Work Ethic: Demonstrating reliability, responsibility, and dedication
Communication - Clearly conveying ideas verbally, in writing, and through active listening.
Able to present his/herself professionally, organized and with time management, can do attitude
Problem-Solving / Critical thinking / Issue Isolation / Attention to detail with excellent comprehension, analytical and decision-making skills
Adaptability, Flexibility, Versatility - Adjusting to new situations, technologies, challenges, demand and hi-pressure environment

When you join our team:

We'll empower you to learn and grow the career you want.
We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we'll support you in shaping the future you want to see.