{"id":2550610,"url":"https://alion.io/job/everise-it-desktop-support-specialist","title":"IT Desktop Support Specialist","company":{"id":3843924,"name":"Everise","domain":"weareeverise.com","url":"https://alion.io/company/everise-2","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":11500,"max_usd":31000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"SharePoint","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-09T00:00:00Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-15T02:43:10Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Company Overview\nJoin us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!\nPosition Purpose:\nThe IT Desktop Support Engineer (Level 2) provides advanced onsite and remote technical support to end users. The role is responsible for diagnosing and resolving hardware, software, operating system, network connectivity, Microsoft 365, and peripheral-related issues that require escalation beyond Level 1 support. The position ensures high service availability, adherence to Service Level Agreements (SLAs), and an excellent end-user experience through effective incident, request, and asset management.\nJob Requirements:\nEnd User Support\nProvide Level 2 technical support for desktops, laptops, docking stations, mobile devices, printers, scanners, and peripherals.\nTroubleshoot complex hardware and software issues escalated by Level 1 support teams.\nSupport onsite and remote users through ticketing systems and remote assistance tools.\nDiagnose and resolve Microsoft Windows operating system issues.\nSupport Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office applications.\nIncident and Request Management\nRespond to incidents and service requests within defined SLA targets.\nPerform root cause analysis for recurring issues.\nEscalate unresolved issues to Infrastructure, Server, Network, Security, Telecom, or third-party vendors as required.\nMaintain accurate ticket documentation and resolution notes.\nParticipate in major incident support activities.\nDesktop Administration\nInstall, configure, upgrade, and deploy operating systems and software applications.\nBuild, image, and reimage corporate laptops and desktops.\nPerform patch management and software updates.\nManage endpoint configurations using enterprise management tools.\nSupport VPN, remote access, and secure connectivity solutions.\nUser Administration\nManage Active Directory user accounts and group memberships.\nPerform password resets and account unlock requests.\nAdminister user access following company security policies.\nSupport onboarding, offboarding, and workstation provisioning activities.\nWork-From-Home (WFH) and Remote User Support\nProvide Level 2 remote technical support to employees working from home, satellite offices, and remote locations.\nTroubleshoot and resolve hardware, software, network, VPN, and connectivity issues through remote support tools.\nSupport Microsoft Teams, Zoom, Webex, and other collaboration platforms used for remote work.\nDiagnose issues related to home internet connectivity, VPN access, remote desktop connections, and cloud-based applications.\nAssist users with multi-factor authentication (MFA), Microsoft 365 access, password resets, and account recovery.\nConfigure and support remote work devices, including laptops, mobile phones, headsets, webcams, and docking stations.\nProvide onboarding support for remote employees, including device deployment, user account setup, and application access.\nCoordinate equipment shipment, replacement, retrieval, and lifecycle management for remote employees.\nSupport endpoint management solutions such as Microsoft Intune, Autopilot, and other device management platforms.\nEnsure remote devices comply with corporate security policies, encryption standards, endpoint protection requirements, and patch management schedules.\nDeliver virtual troubleshooting sessions and user guidance while maintaining customer service excellence.\nCollaborate with Network, Security, Infrastructure, and Telecom teams to resolve escalated remote access and connectivity issues.\nAsset Management\nTrack and maintain IT asset inventory.\nManage deployment, replacement, retrieval, and disposal of IT equipment.\nEnsure asset records are updated in inventory management systems.\nConduct periodic asset audits.\nInfrastructure Support\nPerform basic troubleshooting of:\nLAN/WAN connectivity\nWireless networks\nIP phones\nNetwork printers\nMeeting room technology\nVideo conferencing solutions\nCoordinate with Network and Infrastructure teams for advanced issues.\nDocumentation and Continuous Improvement\nCreate and maintain technical documentation and knowledge base articles.\nDevelop standard operating procedures (SOPs).\nRecommend process improvements to enhance user experience and operational efficiency.\nAssist in technology refresh and migration projects.\nJob Qualifications:\nLevel 2 Desktop Support\nMinimum 5-6 years of IT support experience.\nAt least 3-5 years of experience handling Level 2 Desktop Support responsibilities.\nExperience supporting enterprise environments with 200+ users is preferred.\nExperience working in BPO, Shared Services, Financial Services, Healthcare, or Corporate IT environments is advantageous.\nSenior Level 2\n5-6 years of Desktop Support experience.\nProven experience leading projects, mentoring junior technicians, and coordinating with Infrastructure teams.\nEducational Background\nBachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field. Equivalent work experience may be considered.\nSoft Skills\nStrong customer service orientation.\nExcellent verbal and written English communication skills.\nStrong analytical and troubleshooting skills.\nAbility to work independently.\nAbility to manage multiple priorities effectively.\nStrong attention to detail.\nExcellent team collaboration skills.\nDocumentation and reporting capabilities.\nStakeholder management experience.\nIf you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.","description_format":"text","description_chars":6242,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-14T17:50:41Z"}],"visa":[],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.845,"p_room":1,"age_days":6,"expected_fill_days":31,"reasons":["conf:3","win:early"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/everise-it-desktop-support-specialist","json_url":"https://alion.io/job/everise-it-desktop-support-specialist.json","meta":{"generated_at":"2026-10-16T01:56:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"assistant_verified","counted_by":"address","units_charged":1,"used_today":261,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3843924},"rest":"https://alion.io/mcp/rest/get_company?id=3843924"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feverise-it-desktop-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feverise-it-desktop-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feverise-it-desktop-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/everise-it-desktop-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feverise-it-desktop-support-specialist"}]}