{"id":1834193,"url":"https://alion.io/job/canon-l2-service-desk-associate","title":"L2 Service Desk Associate","company":{"id":1821727,"name":"Canon Australia","domain":"canon.com.au","url":"https://alion.io/company/canon-com-au","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":6000,"max_usd":18000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1104},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-17T16:00:00Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-10-22T13:59:50Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"Purpose\nThe purpose of the L2 Service Desk Associate role is to provide higher-level technical support to end users by handling incidents and service requests that have been escalated by L1 Service Desk engineers. The role is to ensure daily activities are performed, will act as the subject matter expert and resolve escalations if needed.\nThis role requires a good range of technical capabilities in line with technologies the Company manage for its customers as well as the ability to be a key contact and escalation point for the L1 Service Desk engineers, customers technical teams, and managers.\nThis position supports the Service Desk Team Leader role in meeting customer requirements and assist in managing day-to-day Service Desk operation.\nEssential duties\nResponsibilities include:\nSupport Service Desk Team Leader in achieving customer requirements,\nProviding training and support to L1 Service Desk engineers,\nProviding up to 2nd Level support to customers,\nEscalating problems to 3rd Level support or 3rd party vendors and IT resolver groups,\nPoint of Contact of the Service Desk in terms of Critical Incident Management process,\nManagement of knowledge base articles,\nKeep track of all issues for appropriate escalation and follow-up,\nProvide root cause analysis and troubleshooting of escalated issues,\nAdhere to Incident Management, Request Management, Problem Management, and Change Management processes as per Company/customer standards (ITIL) and within SLAs,\nTo provide after hours on-call escalation as required,\nAttend meetings with customer technical teams, capturing critical feedback, and consulting internally with Service Desk Team Leader, Account Manager, and Service Delivery Manager to enhance level of service.\nUnderstand Customer and the Company’s business processes and procedures,\nAssist the Service Desk Team Leader with activities required to assist the Service Desk and its customer/s.\nProvide insights on customer and management reports\nProvide tactical solutions to enhance customer experience\nFeed insights from technical meetings with customers.\nQualifications\n1.5 to 2 years’ experience in a Technical Support role, preferably including experience in a Managed Services environment.\n1.5 to 2 years’ experience with an enterprise grade Service Management Tool.\nITIL v3 Foundation or above certification (desired)\nPassion for Customer Service Excellence\nAbility to prioritize tasks and workload\nExcellent verbal and written communication skills\nAbility to work in a team environment with a shared workload.\nAbility to work autonomously, prioritize time for oneself and the team, make critical decisions and/or escalate as 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