L1.5 Remote Support Team

Ortigas City, National Capital Region

Posted today

Company:: Panoptik Global
Company Description:: Panoptik is committed to maintaining a leadership position in providing professional HR services that assists organizations with their concerns, and with their efforts to improve their performance and productivity. Our culture is based on fundamental core values of Respect, Agility, Passion and Integrity. Living these values is key to our organization’s development and the ongoing success of our contractors.
Contract Type:: Contract
Experience Required:: 2 years
Education Level:: Bachelor’s Degree
Number of vacancies:: 1

Job Description

Job Profile Summary:
This role involves providing remote troubleshooting support escalated from the Level 1 Call Screening team, with a focus on delivering first and second-level technical assistance for store systems.

Key Responsibilities:

-Deliver first and second-level desktop support for PCs, LAN infrastructure, laptops, and workstations.
-Manage and update service requests and incidents through the ticketing system, ensuring timely resolution and communication.
-Monitor and report recurring issues, providing actionable recommendations for continuous improvement in store support operations.
-Reference and follow standardized technical and procedural documentation for Help Desk operations, PC/laptop setups, printer configurations, and installation processes.
-Perform installation and configuration of applications on newly deployed desktop systems.
-Diagnose and resolve software-related and printing issues as they arise, ensuring minimal disruption to store operations.
-Help with IT-related projects, supporting deployment, testing, and documentation tasks as required.